Implementation Manager

• Oct 2018 - Present

Operations Supervisor

• Nov 2015 - Oct 2018

• Dive deep into data to find underlying trends, then use this information to simplify the process or implement a new way of working to improve the stations metrics and Customer service.• Liaising with third party Deliver Service providers, to resolve on road issues and ensure we maintain our commitment to deliver our promise to the Customer.• Proactively taking ownership of customer’s complaints and escalations to ensure the best resolution is achieved and taking the relevant measures to prevent recurrence.• Deputise for the Shift Manager. • Taking ownership of the morning duties to ensure all drivers and parcels leave the station in good time to ensure we have the best opportunity to meet our customer promise. • Maintain health and safety standards and promote a positive health and safety culture.• Subject Matter Expert for our delivery devices, ensure all staff and drivers feel fully competent with the software.• Activley seeking learning opportunities to take responsibility for my continued growth as an employee and knowledge of the industry

Manager

• Feb 2011 - Dec 2014

• Management of 20 full time employees.• Driving performance through Team based games creating energy and fun to boost morale and generate a higher level of staff engagement and a strong personal best culture. • Ensuring all staff were compliant in line with the FCA and Banking Ombudsman regulations. I undertook regular testing on such thing as Anti money laundering, Tax evasion and ICOB disclaimers. • Using Customer Satisfaction results as a coaching tool to improve customer experience. Linking results to Helpful Banking behaviours and clearly setting the Business expectations. • Conducting Daily performance huddles to celebrate success and inspire performance to improve customer experience. • Planning and delivery of interactive communication meetings to make sure product and service knowledge is relevant and up-to date. Improving customer service and to offer opportunities for our customers to make and save money. • Developing members of my team to secure new roles with additional responsibility by nurturing and supporting future talent. • Designing and implementing a new Business Operational Modal for our Private Banking customers, within the retail environment. • Sustain a continuous improvement culture through Root Cause Problem Solving Sessions, validation and coaching, understanding the Treating Customers Fairly and business objectives.• Continuously work with stakeholders to ensure all parties are fully engaged and motivated to get things right for the Customer at the first point of contact through regular audio’s and meetings• Promoted and embedded Lean tools such as “5s” within my centre to ensure staff worked productively and waste was kept to a minimum.

Complaints Officer

• Aug 2002 - Feb 2011

• Take ownership of customers complaints and queries from start to finish, ensuring a fair outcome was provided to the customer.• Point of referral for assisting the chief executive office in complex cases.• Handling cases in line with the FCA and the Banking Ombudsman’s Guidelines. • Accredited letter writing to both internal and external clients.• Case management; ensure all cases had the correct actions and outcomes to meet the Banking Ombudsman’s requirements. • 100% accuracy on control checking.• Confident use of multiple bank systems such as, Back office, CA View, Direct banking, C&Q and many more.