Experience

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  Castle Trust Bank

  • Basingstoke, England, United Kingdom

  • Quality Specialist

    • Aug 2022 - Present
    • Basingstoke, England, United Kingdom

    Responsible for monthly sampling of call and written correspondence output from colleagues within the Operations teams, providing monthly feedback on their quality assurance (QA) performance. Reporting to the Quality & Training Team Manager, responsible for collating monthly data on the agents buddied with, identifying training needs, completing targets of items to sample, and providing one to one training/coaching. Helping to ensure that the operational teams adhere to compliant business practices and are offering a great customer journey.

• 

  James Hay Partnership

  • Salisbury, England, United Kingdom

  • Senior Service Executive

    • Mar 2021 - Jul 2022
    • Salisbury, England, United Kingdom

    In-Specie Transfer Out Processing - forms vetting and progression to investment transfer stage.Drafting Investment Manager Letters of Authority for Trustee signing purposes.Creating Deeds of Assignment for Trustee signature.Vulnerable Investors Champion for In-Specie TeamUAT Testing for FCA required system amendments (FCA Stronger Nudge Process)Training and Quality Checking of colleagues work.

• 

  Clone Media

  • Basingstoke

  • Client Services Executive

    • Sep 2018 - Feb 2021
    • Basingstoke

    • Acting as the first point of contact for clients during the print and / or production of their projects, providing first class customer service and overcoming any issues in a proactive and positive way • Liaising with suppliers and manufacturers to ensure that the clients’ projects run to schedule, avoiding delay and additional expenditure. • Dealing with inbound telephone enquiries, re-directing calls and assisting with customer queries• Updating and maintaining the in house CRM (Client Relationship Management) system • Generating invoices• Gaining feedback from clients on completed jobs • Attending regular production meetings• Greeting visitors and guests to the office• Receiving and distributing incoming mail and courier deliveries• Arranging outbound national and international shipments and preparing courier documentation• Adhering to all relevant company policies and procedures

• 

  Phoenix Group

  • Basingstoke

  • Senior Pensions Administrator (New Business)

    • Aug 2014 - Sep 2018
    • Basingstoke

    Registering Pension Schemes with HMRC and The Pensions Regulator. Creating Trust Deeds and setting up scheme bank accounts. Vetting Scheme and Member applications. Requesting transfers-in and processing member contributions. General queries from Financial Advisers and customers, and supporting colleagues with technical queries.Also involved in a transition project that migrated all of the team processes onto a new processing system. This involved both testing and training out these processes. I was also the Customer Service area representative on an employee communication forum involved in communicating transitional information.

• 

  AXA Wealth

  • Platform Administrator

    • Sep 2008 - Jan 2014

    General Servicing & ClaimsSubject Matter Expert for Independent Financial Adviser Payments Out

• 

  Unum UK

  • Basingstoke

  • Claims Management Specialist

    • Oct 2005 - Apr 2007
    • Basingstoke

    Proactive management of a personal caseload of approximately 80 to 100 Group Income Protection claims. Thoroughly investigating medical and supporting evidence and decision-making regarding validity of claim. Communication of the claim decision to employers, brokers or claimants. Co-ordinating assistance to enable eligible claimants to focus on rehabilitation.

• 

  Sun Life Financial of Canada (UK)

  • Claims Team Leader

    • 1995 - 2002

    Management of a team of 8 technical staff processing claims for death, disability, critical illness, waiver of premium, and early retirement due to ill health.Successfully motivated an underachieving team to reduce turnaround times and non-achievement of company standards. General daily management and regular appraisals of staff.Co-ordination of file information for senior manager complaint cases.

• 

  The AA

  • Basingstoke

  • Personal Lines Broking Officer

    • Dec 1988 - Jun 1994
    • Basingstoke

    Head Office ComplaintsClaims Analysis Motor, Home, Travel, Insurance Broking OfficerCommercial Vehicle Administrator

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  ITW

  • Basingstoke

  • Maintenance Assistant/Assembly Setter

    • Jun 1978 - Apr 1988
    • Basingstoke

    General Plant MaintenanceAssembly Machine SetterInjection Moulding Machine Operator