Tracey Bailey Email & Phone Number

College Of Engineering, Swansea

• Responsible for co-ordination, management of all aspects of administration within the College.
• Direct, lead five teams consisting of Reception, Student Experience and Welfare, Quality & Planning, Exams & Assessment and Post-Graduate Research.
• Conduct development reviews, one-to-one meetings, performance management and training.
• Set objectives, lead the team managers and teams to achieve the wider University Strategy for Learning and Teaching.
• Head college welfare support for students.
• Responsibility for appeals, complaints, extenuating circumstances, academic misconduct.

Cardiff

• Managed a team of 16 staff, consisting of Solicitors, a Key Account Executive and Case Progressors.
• Responsibility for increasing customer satisfaction relating to case completion.
• Supported group estate agents to deliver against completion and sales targets.
• Conducted quality checks and audits of conveyancing files.
• Managed relationships with customers, investigated and responded to complaints from customers and the Legal Ombudsman.
• Compiled reports regarding KPIs/SLA’s and analysed data for use by the team and Estates agents within our designated area using Microsoft word, excel and PowerPoint.

• Successfully recruited, built and managed a Customer Relations Team to conduct quality assessments and support the claims areas, carry out investigations to resolve complaints for Household, Travel, Pet, Warranty and.
• Worked closely with the claims teams to support incoming call volumes and reduce call waiting times. Key point of contact for the Financial Ombudsman Service (FOS) to resolve customer disputes.
• Coached the Quality Team to conduct side by side coaching with claim handling staff.
• Operated the emergency pager service for travel insurance products.
• Supported and implemented FSA (Financial Services Authority) TCF (Treating Customers Fairly) project.
• Supported the implementation of the Customer Journey Strategy, incorporating key performance indicators.