Customer Experience Manager

• Mar 2021 - Present

Former Cluster Manager

• Apr 2000 - Oct 2020

Cluster Manager for four branch teams based in the North region. My primary focus is on leading and motivating my team to ensure they perform to the best they can. I am a big advocate of continuous improvement and getting the best from people by empowering them to take responsibility to make decisions and be accountable for them. I lead by guiding and example with the teams to develop their confidence and raise their profile within the company. I am always willing to listen to new ideas and thoughts as this is sometimes how the best ideas are formed and discovered. I am very disciplined and have a natural ability for accuracy and this has served me well in my career development taking on roles such as regional audit etc. I have previously sat on steering groups with board members and taken great pleasure in being involved with these projects. I am currently involved with projects at a high level following the merger with CYBG and hope to continue this in the future as my career develops. I regularly deputise for the Regional Manager and perform the role in her absence. This is something I am very comfortable with and enjoy. I am constantly looking to develop my experience and qualifications to further my career and progress.

Security Audit Processing Clerk

• Jan 1992 - Apr 2000

Security audit clerk for Ladbrokes Head Office in Gateshead, Tyne and Wear. Processed and analysed microfilm from point of sale betting stamp cameras. High level of administrative skills were necessary in this role as people's activity needed to be monitored for fraudulent activity. Accuracy was paramount as mistakes or missed information could directly affect the company's finances. Organising and booking appointments for repair engineers to ensure that branches did not have to revert to manual inaccurate processes.