Lisa Calverley

A highly experienced people and operations leader with extensive experience in coaching, training, onboarding and performance development within fast-paced customer service, healthcare and regulated environments. Skilled in delivering operational excellence through effective stakeholder collaboration, continuous improvement and people development. Passionate about supporting colleagues to build confidence, capability and compliance knowledge in order to deliver outstanding patient and customer experiences.

An engaging communicator with proven experience leading teams, identifying development needs, coordinating learning activity and driving high performance across remote and office-based teams. Recognised for being a genuine people-focused leader with a natural ability to motivate, encourage and develop others to achieve their full potential. Demonstrates strong organisational, problem-solving and relationship-building skills, with the ability to influence stakeholders at all levels and maintain high standards within regulated environments while creating positive, supportive and high-performing team cultures.

Team Leader - InHealth

(2024-05)

Lead a high-performing Patient Referral Centre team, ensuring the delivery of a high-quality, patient-focused service across the full patient journey from referral through to final reporting.

• Deliver structured onboarding, induction and ongoing training programmes for new and existing team members, ensuring compliance with company policies, procedures and service standards.
• Provide regular coaching, mentorship and performance support to team members to drive continuous improvement, employee engagement and achievement of KPIs.
• Work collaboratively with operational planning teams, business leaders and wider stakeholders to optimise booking processes, improve service delivery and maintain operational excellence.
• Monitor team performance through KPI reporting, identifying trends and implementing corrective actions where required to improve productivity and patient experience.
• Maintain accurate training, appraisal and personal development plan (PDP) records to support colleague development and compliance requirements.
• Support recruitment activity, workforce planning and retention initiatives to ensure operational stability and effective resource management.
• Handle escalated complaints, disciplinary and grievance matters professionally and in line with company policies and procedures.
• Ensure compliance with information governance, confidentiality and ISO standards within a regulated healthcare environment.
• Produce operational and performance reports for senior management while maintaining high standards of accuracy and attention to detail.
• Promote a positive, collaborative and patient-centred culture through effective communication, stakeholder engagement and leadership.

Team Manager - Concentrix

(2013-02 - 2023-09)

Led the day-to-day performance, development and engagement of remote customer service teams within a fast-paced contact centre environment. Various sales and service roles.

• Delivered onboarding support and ongoing coaching for new and existing advisors to improve confidence, quality and overall performance.
• Selected to lead a dedicated academy team for new starters, providing structured training, coaching and support over a six-week period to ensure advisors became fully competent and confident within their roles before transitioning into operational teams.
• Successfully improved staff retention, engagement and call quality outcomes through hands-on coaching, mentoring and development support within the academy environment.
• Effectively coached direct reports through regular performance reviews, one-to-ones and structured feedback sessions to ensure KPI achievement.
• Identified development needs and implemented tailored coaching and improvement plans to enhance capability and service delivery.
• Facilitated regular team meetings, refresher training and calibration sessions to support communication, engagement and continuous improvement.
• Worked collaboratively with operational stakeholders to maintain service standards and consistently achieve contractual KPIs and financial expectations.
• Ensured high standards of customer service and compliance within a regulated environment, maintaining Treating Customers Fairly audit scores above 95%.
• Supported quality assurance processes through monitoring, feedback and performance analysis.
• Maintained accurate documentation relating to performance, attendance, training and compliance activities.
• Communicated organisational updates, expectations and process changes effectively to team members.
• Demonstrated strong stakeholder management skills by building positive working relationships across operational and leadership teams.
• Supported employee engagement initiatives and promoted a collaborative, customer-focused team culture.
• Attended and supported management development and continuous learning activities.

Private Banking Team Manager - Royal Bank of Scotland

(2005-11 - 2013-01)

Managed a regulated Private Banking contact centre team providing dedicated support to high-net-worth and commercial banking customers.

• Led and developed a team dealing with a broad range of banking services including mortgages, loans and investments.
• Drove performance through coaching, development and performance management while maintaining high standards of customer service.
• Analysed operational trends and performance concerns, implementing action plans and improvements to support service delivery and team effectiveness.
• Worked collaboratively with stakeholders to develop and improve customer service standards and operational processes.
• Promoted a culture of Treating Customers Fairly, compliance and customer-focused service delivery.
• Supported recruitment, retention, holiday planning and absence management to ensure effective workforce planning.
• Held regular team meetings, coaching sessions and development reviews to support colleague engagement and performance.
• Empowered team members through proactive support, coaching and personal development planning.
• Maintained strong understanding of controls, regulations and compliance requirements, resulting in consistently high audit outcomes.
• Recognised for outstanding performance, including being nominated twice for Team Manager of the Year.

Private Banking Officer - Royal Bank of Scotland

(2001-11 - 2005-11)

• Delivered excellent customer service while meeting individual and team targets within a regulated banking environment.
• Communicated effectively with customers and colleagues to support positive customer outcomes and service excellence.
• Worked collaboratively across teams to support operational goals and customer needs.
• Proactively identified customer and business requirements to ensure high-quality service delivery.
• Analysed concerns and issues to identify effective solutions and support continuous improvement.

Various Clerical Roles - Royal Bank of Scotland

(1989-08 - 2001-11)

Worked across various retail banking branches undertaking cashiering, credit management and customer sales responsibilities.

• Developed strong customer service, communication and administrative skills within a busy customer-facing environment.

GCSEs - General Education

Certificate - Financial Planning - CII

Certificate - Mortgage Advice and Practice