Tom Dennis Cemap Email & Phone Number

Sittingbourne, Kent, United Kingdom

Kent

Personal mortgage advisor for Natwest helping customers achieve their dream of buying their first homes and offering an exceptional service at the same time.

Bromley, United Kingdom

My responsibilities include providing exceptionally great service to every customer by taking ownership of every interaction and help my customers to realise their specific needs and save or make them money. This includes building a lasting relationship with every customer through each interaction so that I can help improve their current financial situation and create rapport that encourages that customer to come back to myself when they need anything else with trust. Additionally I help to coach colleagues on the front desk to have unbank like conversations and identify needs and ways we can help customers aswell as supporting my peers. My greatest achievement in this role so far has been helping a customer to adjust her current mortgage. She had been having problems with NatWest previously and I took ownership of the situation in order to maintain the customer as she wanted to go from interest only to capital and interest. Following a discussion with my colleague Matt he agreed this is something we could help with but would need approval, which we were able to gain. Once the changes were completed the customer was very thankful and due to how it had escalated previously I even got a Thank you from Ross McEwan CEO of RBS for my hard work to maintain this customer. This customer has since been in touch to discuss the rest of her banking and moving it to NatWest.

Chatham, Kent

My responsibilities included coaching customer service advisor's to offer the best customer service to every customer and teach different processes and techniques using the sports coaching method. Take ownership of queries on customers’ accounts to get to a quick resolution and direct payment checks to ensure there is no fraudulent activity taking place. I will also cover team managers when they are on flex or annual leave, following through with all their day to day team actions and ensuring that the team continues to perform at the highest standard. My greatest achievement was being given the opportunity to manage my own team for 2 months then moving onto a newer team for 3 months and in that quarter my team finished 2nd with opinion bank (customer satisfaction survey) and 4th with sales out of 12 teams in my centre. I covered the full role which included training, coaching, and return to work interviews, staff development sessions and role modelling positive behaviours.

Chatham, Kent

My responsibilities included helping customers with general enquiries and queries whilst also providing the best customer service possible through helpful banking and sales, using positive language and a positive manner to build a rapport with each individual customer. This helps in building that main banking relationship with each person I speak to and helps to rescue relationships between customers and the bank by aiming to resolve customer complaints at first point of contact. Using my skills to advise each customer of the best product for their need and not misleading the customer into a product that would not benefit them. My greatest achievement in this job was winning £50 ovations (gift card) for providing the best customer service across the centre of 120 colleagues which was reflected in my Opinion Bank score (customer satisfaction survey).

Gillingham, Kent

My main responsibilities were picking and maintaining deliveries and collections in the sold bays as well as scheduling deliveries for customers once the stock had arrived. I would regular cleanse the delivery bays and maintain the stock to a high standard aswell as ensuring all orders were complete and ready the day before delivery. I also covered the delivery driver during the week when he was on annual leave or sickness and I handled all deliveries on the weekends myself and this helped to improve my logistical skills . My greatest achievement in this job was taking on my new role in the warehouse and using my own ideas to better the sold bays process. For instance changing the ways delivery stock is stored in the sold bays to help quicken the service to make it more efficient and fewer damages to the stock therefore reducing the amount of stock being wasted.

Gillingham, Kent

My responsibilities included providing a quality service to all the customers, using positive language to engage customers and advise them on the best products to purchase for their needs. I would also enquire about their specific DIY projects and help them through step by step in case there was any additional products they had not taken into consideration. I would also help with measurement requirements and pricing of all materials needed.

Maidstone

My main responsibilities included customer service and cash handling, helping customers with product decisions and product location, supporting other staff members with replenishing the stock. This role gave a good grounding for face to face customer service, and furthered my skills with building customer relations. My greatest achievement in this job was taking on the role of replenishment helicopter on Christmas Eve which involved over-seeing the switching over of all the new stock with clearance stock and arranging it so on Boxing Day we would be ready to serve the customers well prepared.

Cemap, Mortgage Advice, Qualified

Various, Gcse And A Levels

Activities and Societies: Field Hockey Team GCSE- English Language and Literature C, Maths and Statistics C, French C, Information.