Toby Walker Email & Phone Number

From Home, The South West

- Extremely experienced at leading and motivating teams of customer support/collections staff;- Experienced in senior-level MI reporting;- Highly skilled at FCA compliance with a focus on the Consumer Duty;- Focus on delivering the best in customer service;- Proven ability to directly manage and track performance;- Excellent inter-personal, communication, management and organisational skills;- Skilled at coaching and mentoring to develop individuals based on their strengths and weaknesses.

Watford, United Kingdom

I have been an adaptable and inventive manager within an ever-changing and expanding environment during a demanding financial climate with duties including:Close support for the Chief Executive and Head of Operations including writing reports and presentations for production at Board level along with detailed MI analysis and creation of management information reporting tools.Management of the daily workloads, strategies and activities of a customer support team with a total lending portfolio of £120m and with clear demonstration of monthly arrears reductions that exceed set targets and minimise business risk.Sole responsibility for a customer support team handling FCA regulated first mortgages on a portfolio of over £12m including introduction of customer service and collections strategies to ensure full regulatory compliance and risk management.Compliance and Customer ComplaintsEnsuring that all customers are dealt with in accordance with the FCA principles of Treating Customers Fairly, CCA regulations and internal Compliance Directives;Principal customer liaison in relation to contractual queries and complaints with satisfactory resolution for the client and business.Leadership and People ManagementMotivation, mentoring and incentive management for collections staff;Conducting monthly one to ones and team meetings;Identifying and implementing staff personal development plans and a wider Training and Competence scheme;Interview and employment of collections and customer support staff;Undertake complex disciplinary investigations and manage outcomes.Relationship ManagementInitiation and cultivation of third party stakeholder relationships with solicitors, tracing agents and other business partners;Representing the Company at industry meetings, forums and functions..