Experience

Brickhunter Ltd

• United Kingdom
• Construction
• 1 - 100 Employee

• Director Of Finance And Administration

  • Dec 2020 - Present

• Finance & Administration Manager

  • Aug 2017 - Dec 2020


ACCA
• Civic and Social Organizations
• 1 - 100 Employee
• Student

  • Sep 2015 - Present


Caravan Guard Limited

• Head of Contact Centre

  • Jul 2012 - Aug 2015

  Managing the Contact Centre for a large insurance broker, handling the sales and ongoing administration of insurance policies for leisure vehicles and mobile homes. Responsibilities: Delivering to ambitious service levels in a highly customer-focused, multi-channel contact centre Effective forecasting, capacity planning and day to day prioritisation Leadership, coaching and development of Team Managers Liaising with other business areas, including Business Development and IT, to deliver smooth product and campaign launches Ensuring compliance with all relevant regulatory requirements and stringent internal quality standards



Capita Hartshead

• United Kingdom
• Insurance

• Operations Manager - Contract

  • May 2012 - Jul 2012

  Supporting the brand new start-up of a designated complaint handling centre, for a large financial services group. Supporting the brand new start-up of a designated complaint handling centre, for a large financial services group.



drydensfairfax solicitors

• United Kingdom
• Law Practice
• 1 - 100 Employee

• Operations Manager

  • Feb 2009 - May 2012

  Managing operational teams of up to 50 people with 6 direct Team Leader reports, providing volume legal services (litigation and repossession sales) to large financial services clients. Responsibilities: Mitigating operational risk within a strictly regulated environment Maximising efficiency and gross profit margin Ensuring regulatory compliance (including TCF, DPA, SRA, anti-money laundering) Client meetings, conference calls and presentations Consistently meeting stringent contractual service levels Advanced capacity planning and forecasting Achieving the highest levels of quality and productivity Coaching and developing team leaders All aspects of performance management and improvement Recruitment and training Integrating new business processes into BAU



Fox Hayes LLP

• Team Manager

  • Jan 2008 - Jan 2009

  A key member of the leadership team within a fast-paced, volume legal environment, handling remortgages for high street lenders. 25 staff, including 3 team leaders. Responsibilities: Adhering to stringent service levels Developing Team Leaders Performance management Recruitment Managing quality, productivity and risk Complaint handling Compliance Client meetings A key member of the leadership team within a fast-paced, volume legal environment, handling remortgages for high street lenders. 25 staff, including 3 team leaders. Responsibilities: Adhering to stringent service levels Developing Team Leaders Performance management Recruitment Managing quality, productivity and risk Complaint handling Compliance Client meetings



Yorkshire Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Team Manager (Accord Mortgages)

  • Feb 2007 - Jan 2008

  Assistant Manager to a department of 60 staff, dealing with the processing of up to a hundred mortgage applications per day and handling all associated calls from customers and third parties. Responsibilities: Monitoring quality Measuring productivity Capacity planning Performance management Recruitment Managing lending risk Assistant Manager to a department of 60 staff, dealing with the processing of up to a hundred mortgage applications per day and handling all associated calls from customers and third parties. Responsibilities: Monitoring quality Measuring productivity Capacity planning Performance management Recruitment Managing lending risk


HML
• United Kingdom
• Financial Services
• 200 - 300 Employee
• Mortgage Underwriter then Team Leader

  • 2004 - 2007

Kensington Mortgages
• United Kingdom
• Financial Services
• 700 & Above Employee
• Mortgage Underwriter

  • 2003 - 2004

Scarborough Building Society
• Financial Services
• 1 - 100 Employee
• Various - Customer Service Advisor, Mortgage Underwriter, Team Leader

  • 1995 - 2003