Experience

DERBYSHIRE MORTGAGE SERVICES LTD

• Relationship Manager

  • Oct 2016 - Present

  Building and maintaining relationships with clients and key personnel. Acting as an ambassador to grow and develop new business opportunities. Networking to raise the profile of the business and to identify opportunities. Further develop the use of social media to promote our brand,culture and ethos. Process mortgage applications and ensure regulation is adhered to. Project manage any development issues with key personnel. Use diary management effectively, identify end to end processes to enhance customer experience. Show less



Scargill Mann & Co

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Sales Negotiator

  • Jun 2010 - Sep 2016

  Progress a variety of sales opportunities, resulting in the completion of house purchases, deliver excellent diary management to optimise availability. Respond to telephone, letter and email enquiries, progress offers, identify, qualify and refer mortgage leads. Carry out follow up and feedback calls, instruct market appraisals. Progress a variety of sales opportunities, resulting in the completion of house purchases, deliver excellent diary management to optimise availability. Respond to telephone, letter and email enquiries, progress offers, identify, qualify and refer mortgage leads. Carry out follow up and feedback calls, instruct market appraisals.



M&S

• Food and Beverage Services

• Sales Assistant

  • Oct 2009 - Jun 2010

  Due to redundancy from previous employer I decided to work part time for a while, whilst also arrange care for my elderly father. Started as temporary staff over the Christmas period, I was then offered a permanent position and then approached to take a management entry exam, which I passed. Role activities - Stock management, providing excellent customer services, identify enhanced sales opportunities, ensuring corporate terms were adhered to. Due to redundancy from previous employer I decided to work part time for a while, whilst also arrange care for my elderly father. Started as temporary staff over the Christmas period, I was then offered a permanent position and then approached to take a management entry exam, which I passed. Role activities - Stock management, providing excellent customer services, identify enhanced sales opportunities, ensuring corporate terms were adhered to.



Derbyshire Building Society

• Financial Services
• 1 - 100 Employee

• Decision Support Manager

  • Oct 2008 - Oct 2009

  Review referrals from customers via an outsourced Third Party Administrator (TPA's), approve solutions to complex customer situations. Review portfolio of properties in possession to achieve best outcome for all parties. Conduct reviews of Service Level Agreements with TPA.Develop and deliver effective support processes and procedures that support the management of arrears and possessions. Make decisions and provide rationale on all parts of arrears and possessions process including: Arrangements to Pay, Concessions, Proceed to Litigation, Evictions and Offers/Acceptance figures. Make decisions in relation to arrears referrals ensuring regulatory legislation is followed. Regularly review possession stock to ensure that properties were effectively marketed. Show less

• Customer Relationship Management Manager

  • Sep 2007 - Oct 2008

  Implemented and managed the creation and launch of an outbound sales team to enhance customer experience. Re-engineered processes and reporting lines, providing direction and leadership to a newly created team. Developed an outbound calling programme, methodology and structure to support all key activities. To raise awareness of products, services and new developments within the Customer Relationship team.Implemented a process to seek feedback from business partnerships to improve service quality. Implemented a customer care calling programme to identify high risk customers. Co-ordinate activity of a team of Intermediary Account Managers, National Sales Manager and Marketing Director liaising with Key Accounts, organising the team to book appointments and arrange visits. Show less

• Intermediary Relationship Manager/Retail Sales Call Centre Manager

  • Oct 2002 - Sep 2008

  Maintenance and development of quality relationships with Key accounts. Control headcount and costs within agreed parameters. Identify and action coaching/development plans for the team to assist the function to meet sales targets, and deliver quality customer service. Maintain and review Sales process and develop new systems to achieve business targets and enhance customer experience. Effective handling of escalated telephone calls and complaints.