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.• Responsibility for student communication platforms including web live chat. • Monitoring of student experience journey, making improvements to student satisfaction and experience survey results through planning and action.• Responsibility for supporting students from a professional services perspective from admission through to graduation. • Budget holder for the general admin team, student experience and reception.• Key College liaison point for Central University Departments. • Manage appeals, complaints, enrolment, academic misconduct, extenuating circumstances, handbook production, student mobility, exams, timetabling. • College Examination Officer (Professional Services). • College Timetabling Officer - produce the College teaching timetable (teaching & laboratory).• College Safeguarding Officer (Professional Services).• Develop and drive common administrative systems and policies across the College.• Co-ordinate administrative activities and workflow across teaching & research areas.

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. • Managed and prioritized team workflow using the company CRM system, ensuring cases were actioned within set KPIs.• Monitored telephone service levels and correspondence response times, ensuring that calls waiting were responded to with the aim of resolving queries at the first touch point.

• 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 Creditor personal lines products. • 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. • Created, implemented and managed system and processes to capture root causes and track actions from all customer feedback sources. • Attended Customer Board, Customer Forum meetings and all Product Operating Committee meetings to drive product improvement and customer innovation following customer feedback and data reviews. • Key contact for external partners. Built bespoke quality assessment checks which incorporated the partner values for claim handling staff. • Senior member of customer experience team/operational management.