Quality and Wellbeing and HR Support Manager

• Sep 2022 - Present

People Lead at Eon UK

• Jan 2021 - Jan 2022

Managing day to day of team’s performance Identifying insight analysis through quality and compliance assessments and completing regular 121 sessions with team to ensure they have the support and clear actions they require to achieve their personal performance and compliance measures. Managing work schedules, creating glidepaths and 121 training when required. Speaking to customers escalated complaints when required. Attending and delivering performance dialogues. Completing wellbeing checks to support physiological and social wellbeing needs onsite or remotely. Mentoring people to careers aspirations. Managing absenteeism and performance through HR Policies, Occupational Health,, Employee Assistance Programme.Supporting recruitment drives, assessment centres and exit interviewing. Delivering inductions and enrolments of new starters. Leading on talent and recruitment initiatives to support development for aspiring new team managers n and tracking success factors. Creating and deliver group training to develop skills, knowledge and enhancing capabilities of individuals to achieve business KPI’s relating to quality conversations and compliance. Responsible analysing data, identifying performance gaps for the inspirational delivery of assurance and problem-solving activities across multiple FTE, influencing delivery of bottom up NPS targets to improve the customer service and complaints activities across related Residential and Outsource partners.Facilitating workshops to set people up for success as part of progressions, workshops around resilience, creating work/home plans and recognising mental health challenges for home-based workers. Leading Wellbeing warriors and Menopause cafes within the residential areas. Collaborating with other stakeholders e.g., Regulations, extra support teams building long lasting relationships whilst doing so to change the way of working and make it easier for our customers to reach us and resolve their complaints efficiently. Show less

Quality Improvement Manager

• 2019 - 2021

I maintained a business partner relationship with in-house and outsource partners. Working closely to provide analysis and recommendations around business processes, compliance including when to deliver relevant products and service to customers including Smart, Ability to Pay, GDPR and vulnerable. As part of our business relationship I would monitor performance, key metics against the business requirements and challenge in a constructive way when measure are not achieved and highlighting risk when necessary. I worked collaboratively with Learning and Development to create and deliver inductions material to new team managers and advisors focusing on Business brand, personal brand and building Quality conversations with customers. As part of my accountability to deliver Quality Frameworks to customer facing and non facing areas including tone of voice and back office processes, completing accreditations and assurance monitoring checks to support knowledge gaps around Quality and compliance. Show less

Quality Excellence Delivery Partner

• 2016 - 2019

I worked as business partner relationship within residential, UK Compliance and Regulation’s to monitor and analyse all activities were followed and delivered effectively. I partnered both in-house and Outsource partners both onshore and off shore. Analysing MI data and quality call recording systems I provided weekly and monthly reports and recommendations to improve business outcomes. I attended projects as a key focal point regarding Quality and Compliance providing knowledge and insight to prioritise actions to be delivered. I tracked and led projects within operational areas to improve Quality and performance metrics. I completed face to face and virtual go and see activities and providing constructive feedback with managers to support coaching their teams also creating and delivering workshops, training, calibrations when required to improve their business metics. My recommendations would include interventions, workshop creations, observations of coaching and performance dialogues and encouraging the operation to utilise processes and resolution tools available to support the customer service, compliance and Net Promoter Scores. Show less

Service Quality Coach

• 2014 - 2016

Maintaining a business partner relationship with residential business areas as a business experts consistenting service quality checks to support business objectives for Customer Service and Satisfaction. Partnering experience and specialist knowledge in wide variety of areas including Home moves, Bereavement, Residential Contact and Age Uk. Experience in training, Working on projects alongside regulations and compliance developing and delivering Customer Guides. Analysing business area KPI’s and providing recommendations to leadership team to improve. I identifying competency gaps coaching, reassessing and calibrating to ensure accuracy of assessing customer experience and compliance. I was a key stakeholder as part of projects as an expert of Quality assurance. Show less

Team Manager - Bereavement Support Service

• 2012 - 2014

End to end recruitment process and onboarding journey. Managing and tracking day to day advisor performance.Delegating and planning all workstreams to be distributed across team to meet Service Level Agreements (SLA's). Completing weekly Independent Quality and Compliance assessments. Development through coaching and communication on to meet agreed objectives, monitor performance.Leading Change working in collaboration with Regulations to improve the process for the business and ensure the journey is clear and simple for the customers relatives. Identifying failure demand and helping to eliminate waste within our processes. Utilising Management Information (MI) to measure the delivery of performance of advisors within the team and support the underlying demand of our customers. Facilitating problem solving sessions to improve the process for customer that are going through a bereavement and require an empathic and efficient journey.Creating guides with Regulations to support the customer experience through voice, email, and process and this has ensured the area to expand through positive customer comments. Embedding the quality framework tool through coaching and identifying business compliance risks and customer friendling conversations. Empowering the team to work together to build the customer friendly guides to support their daily interactions and supporting the customers bereavement journey in an empathetic way. Show less

Lead Advisor

• 2011 - 2012

As a Lead Advisor within Home moves and Sales I was a focal point for escalated complaints, coaching, training and monitoring area Sales performance. I ensured that I delivers excellent customer service by following Quality and compliance framework and sharing my knowledge and skills through motivational coaching sessions by setting clear and concise actions relating to their performance. I worked closely with operational leads to provide analysis and insight to poor performance with recommendations of training. I was a key focal point as part of guide building projects and ensure compliance and processes were followed according to business regulation requirements. Show less

Customer Service Agent/ Complaints Resolution Lead

• Feb 2010 - 2011

As an advisor I demonstrated key skills to work with customers facing and non facing taking pride in delivering an excellent service. As part of General Enquires area in residential I was responsible for managing escalated customer complaints through exploration, advice and negotiation I was able to provide the right solution for the customer within the business regulations.