Experience

Thomas Miller Claims Management Ltd
• United Kingdom
• Financial Services
• 1 - 100 Employee
• Team Leader

  • Aug 2023 - Present


Newcastle Building Society

• Financial Services
• 500 - 600 Employee

• Branch Manager

  • Apr 2022 - Aug 2023

• Team Lead

  • Mar 2020 - Apr 2022



Church of England

• Religious Institutions
• 500 - 600 Employee

• Volunteer

  • May 2019 - Aug 2023

  I have spent the summer as part of the "Best Summer Ever" project. I was a team leader for a group of 8-10 year olds for 5 weeks guiding them through the activites, dealing with any issues and as a mentor. Since this we have set up a toddlers group and an after school club. I have spent the summer as part of the "Best Summer Ever" project. I was a team leader for a group of 8-10 year olds for 5 weeks guiding them through the activites, dealing with any issues and as a mentor. Since this we have set up a toddlers group and an after school club.



ZPG Plc

• Service Team Lead

  • Oct 2016 - Nov 2019

  I manage the client support, customer service and technical support teams who work with a large customer base regarding marketing for the estate agency sector. I am responsible for all aspects of their needs and make sure they have all they need to be successful in their role. I am also responsible for the relationships between service and our external suppliers and internal sales team and work hard to maintain these. I have successfully implemented a full customer service environment as previously there was a lack of structure, which has increased employee engagement but also impacted customer satisfaction metrics. The team now have clear guidelines on business expectations, how these are monitored and overall impact. I am also in the process of implementing new systems and training the team on these as I have a full understanding of them. My daily duties include but are not limited too: Manage and a support a team of customer service and technical support Agents Actively work to improve performance by coaching and supporting the team Monitor and track individual and team performance To ensure all agents are coached as appropriate, giving feedback and required support Conduct monthly 1-2-1's with team members Ensure all legal obligations/compliance requirements are adhered to Work with Senior Management to accurately forecast and manage business requirements Minimise agent attrition, highlighting areas of success and concern Support Senior Management in the daily reporting of performance to clients QA and Training daily to team understand their personal performance and support any training needs. Monitor feedback from customers, review processes to see what we can learn and improve on. Team meetings to keep the team updated. Weekly management meetings to understand the business performance and initiatives required. Show less



COLLINGWOOD INSURANCE SERVICES (U.K.) LIMITED

• United Kingdom
• Insurance

• Insurance Deputy Team Leader

  • Oct 2013 - Oct 2016

  I am a deputy team leader - although currently running a team. I monitor calls, deal with complaints, absence and any other behavioral issues. I also do monthly coaching sessions, compliance sessions, 1-2-1's and feedback sessions. We communicate on a regular basis and support the underwriting team where needed. I am a deputy team leader - although currently running a team. I monitor calls, deal with complaints, absence and any other behavioral issues. I also do monthly coaching sessions, compliance sessions, 1-2-1's and feedback sessions. We communicate on a regular basis and support the underwriting team where needed.



The AA

• United Kingdom
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Service Representative

  • Jan 2013 - Oct 2013

  I dealt with customer calls with regards to car insurance. I dealt with all aspects of their needs and make sure they have all the information they require. This was a targeted environment so I cross sell and upsell on every call. I had a daily aim target and also a monthly target for several areas of my work. I worked as part of a team who all work together and support each other. I dealt with customer calls with regards to car insurance. I dealt with all aspects of their needs and make sure they have all the information they require. This was a targeted environment so I cross sell and upsell on every call. I had a daily aim target and also a monthly target for several areas of my work. I worked as part of a team who all work together and support each other.