Alison Cottle

Experienced and successful Branch Manager and Contact Centre Team Manager with extensive leadership experience across financial services, building societies and major UK utilities. Skilled in leading high-performing branch and contact centre teams, managing fraud and risk, resolving complex complaints, and delivering strong operational, regulatory and customer outcomes. Proven ability to support vulnerable customers, apply ACAS HR policies, and lead recruitment across multiple sites.

As an Area Continuous Improvement Lead, I identify opportunities to enhance processes, strengthen performance and improve the overall customer journey. A confident, values-led leader with strong commercial awareness and a track record of building trusted relationships, developing colleagues and delivering positive results across both branch and contact centre environments.

Branch Manager at LEEDS BUILDING SOCIETY (2014-03 – Present)

• Lead and develop branch colleagues to deliver consistently high standards of customer service and business performance.
• Create an inclusive, high-performing team culture through coaching, support, development and effective people leadership.
• Build trusted customer relationships, including supporting customers with complex or vulnerable circumstances.
• Manage branch performance, operational standards, fraud and risk controls, and customer experience.
• Represent the Society within the local community and encourage colleague involvement in fundraising and social initiatives.
• Area Recruiter for 10 branches, leading end-to-end recruitment, selection, onboarding and workforce planning.
• Vice Chairman, Colleague Association (from 2019), representing colleagues and supporting organisational engagement.
• Area Continuous Improvement Lead, identifying opportunities to strengthen processes and customer outcomes.
• Branch of the Year Winner – 2019
• Overall Winner – Living the Values, 2017 & 2015
• Multiple Excellence in Action Awards (Gold, Silver, Bronze)
• Overall Winner – South West Area Branch of the Year, 2018, 2017 & 2015
• Finalist – Branch of the Year, 2018 & 2017
• Excellence in Action Award – 2022 (long-term support to a vulnerable customer)

Buildings, Finance & Staff Pay & Performance Chairperson at TESTWOOD SCHOOL (2021-09 – 2024-08)

• Oversaw governance responsibilities across buildings, finance and staff pay & performance.
• Contributed to strategic decision-making and worked collaboratively with senior stakeholders.
• Strengthened organisational oversight, compliance and operational effectiveness.

Team Manager & Deputy Customer Services Manager at SSE plc (2012-08 – 2014-02)

• Led contact centre teams to deliver changing business targets within a fast-paced utilities environment.
• Managed performance, coaching, mentoring and colleague development.
• Supported delivery of regulatory, operational and customer service priorities.
• Ensured alignment with company values and customer-focused outcomes.

Complaint Manager, Advocate, Mentor & Process Expert at BRITISH GAS (2001-01 – 2012-12)

• Led complaint resolution, coaching and development of advisors across a large contact centre operation.
• Managed complex and vulnerable customer cases, ensuring fair outcomes and regulatory compliance.
• Identified and corrected system issues, strengthened processes and improved operational accuracy.
• Acted as Sales Complaints Advocate, supporting performance and customer satisfaction.

Customer Services Manager, Branch Manager & Area Trainer at BIRMINGHAM MIDSHIRES BUILDING SOCIETY (1995-01 – 2001-12)

• Managed branch operations, customer service, coaching and business planning.
• Promoted to Area Trainer, delivering training across multiple branches to strengthen capability and performance.
• Achieved Branch of Excellence accreditation, recognising outstanding operational, customer and compliance standards.
• Built strong customer relationships and delivered consistent operational results.

Further Education – ITCHEN COLLEGE