Experience

HIGHFIELD AWARDING BODY FOR COMPLIANCE LIMITED

• Finance Assistant

  • Mar 2019 - Present



Highfield Assessment

• United Kingdom
• Technology, Information and Internet

• employer engagement officer

  • Apr 2018 - Present



Direct Group Limited

• United Kingdom
• Financial Services

• Customer Services Team Leader

  • Jul 2011 - Jan 2018

  • Responsible for a team of 16 agents who service high level household insurance accounts, dealing with calls, emails, post, diary, high level of administration & report work undertaken• Plan resource for the team daily to ensure that both administration and telephone work is completed as per the scheme contract requirements. Adherence to SLA’s• Undertake a trainer role for new starters into the team to ensure that they have the required skills to undertake the role • Excellent understanding of all HR People related matters, taking on these activities with confidence including areas such as recruitment & disciplinary meetings • Effective coaching skills to both improve and develop individuals within the team • Responsible for scheme relationship management, often meeting prospective clients to undertake demonstrations of the services that we can offer • Excellent understanding of complaints process and other regulatory requirements • Process Review with a view to implement one touch dealing • Leadership course in house over 18 months covering areas such as, Leadership Know How, Pulling not Pushing, Will/Skill Triangle, Coaching Skills, The Personal Touch ( for example )• Trained in the use of the Insights module• Sorting & Filtering of reports ready to be delegated and worked by the team

• Customer Services Advisor

  • Jul 2011 - Apr 2014



Mansfield Superbowl

• United Kingdom

• Duty Manager

  • Jun 2010 - Jul 2011

  • Ensuring planning of staff is completed daily to cover lane booking, restaurant and bar areas • Dealing with customers face to face and over the telephone • Planning training for new staff members • Reviewing, suggesting and implementing offers and associated advertising, reviewing subsequent impact of the promotions • End of shift closure processes, balancing of all tills and ensuring site is secure • Implementation of health and safety requirements • Stock taking and ordering of supplies • Complaint handling