Helpline Sales Manager

• Nov 2022 - Present

To manage and improve the performance of the helpline team leaders and the helpline mortgage specialists. To ensure the highway possible service level is achieved and delivered to our customers and house builders. To ensure every sales opportunity is maximised within the team by loading with training and development, account managers and mortgage advisors. To motivate and encourage by creating sales campaigns and incentives. To regularly review helpline processes and procedures for effectiveness and seek methods through in which the helpline operation can be improved. To ensure agreed performance standards and KPIs are Met. To carry out regular 1-1 with the management team to provide feedback and regularly communicate. To meet the regulator and data protection act. To support the managing director in any adhoc duties Show less

Helpline Team Leader

• Oct 2021 - Mar 2023

Ensure the mortgage specialists are meeting their agreed performance standards and targets. Manage resources to ensure the highest possible levels of service are delivered to our house builders and potential purchasers, while ensuring the Helpline processes are adhered to at all times, to maximise sales. Ensure Mortgage Adviser diaries are managed effectively to optimise appointment availability and minimise cancellations. Ensure Helpline enquiries and follow up activity is prioritised effectively to meet appointment targets and quality standards. To regularly review Helpline staff performance against agreed standards and establish remedial plans and follow up activity to ensure performance meets standards required. To regularly review Helpline processes and procedures for effectiveness and seek methods through which the Helpline operation can be improved. To ensure the requirements of the Regulator and Data Protection Act are met.Ad hoc duties as and when required by the Customer Service Director Show less

Team Manager

• Jun 2017 - Oct 2021

Managing a team of 12+FTE based in Scotland and Leeds either within the office or remotely in a constantly changing, fast paced environment. Call centre environment focusing on team management and developing a team through coaching to ensure we’re delivering exceptional customer service and achieving our KPIs and SLAs. To produce Management Information in relation to agent activity which will help identify any coaching and development needs required to assist agents to meet their KPIs. Ensuring my team understand the customer’s financial needs and provided appropriate solutions through sales and service. I lead and attended scrums and used planning and organisational skills to deliver accurate changes to our processes and procedures. Complete set mandatory requirements such as side by side observations and one to ones to assist in the development of the team and to ensure I was creating a high performing team. Show less

Customer Service Representative

• Jun 2014 - 2017

Duty Manager

• Jan 2012 - May 2014