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.
