Paul Norris

Reliable and customer-focused professional making a deliberate, long-term move into delivery driving. Brings extensive experience working to deadlines, managing competing priorities, following defined procedures, maintaining accurate records and representing well-known organisations professionally. Previous professional driving-instructor experience provides strong road-safety awareness, hazard anticipation and calm decision-making in changing traffic conditions.

Now seeking a stable, practical and customer-facing role where punctuality, safe driving, care for goods and consistent service are valued. Comfortable working independently, taking clear direction and being personally accountable for completing daily work accurately and on time. This career change is intentional; the priority is a dependable, hands-on role rather than a return to senior management.

Head of Contract Shared Services - Fedcap - Middlesbrough

(2021-07 - 2026-01)

• Worked in a demanding customer-service environment where reliability, accurate records, confidentiality and completion of time-sensitive work were essential.
• Managed changing priorities, resolved customer and operational issues calmly, and ensured agreed actions were completed to the required standard.
• Used digital systems daily and worked within clear safety, compliance and organisational procedures.

Head of Operations - Huntswood / Lloyds Banking Group - Cardiff / Leeds

(2019-05 - 2020-12)

• Delivered work in a fast-paced regulated environment requiring accuracy, professional conduct and consistent service under pressure.
• Handled sensitive customer issues and maintained dependable delivery through changing workloads and operational disruption.

Team Leader - PPI - Barclays Bank PLC - Teesside

(2018-12 - 2019-05)

• Supported customers in a high-volume environment, following strict processes and handling confidential information accurately.
• Resolved problems calmly and helped maintain reliable service against daily performance and quality expectations.

Senior Operations Manager - RFS / Lloyds Banking Group - Leeds / Aylesbury

(2015-02 - 2018-11)

• Worked across multiple locations in a regulated service environment, coordinating priorities and maintaining consistent delivery against deadlines.
• Followed robust safety, risk, security and quality procedures and remained calm when responding to urgent issues.

Team Leader - Packaged Bank Accounts - Barclays Bank PLC - Teesside

(2013-07 - 2015-01)

• Provided and supported professional customer service in a busy contact-centre environment.
• Maintained accurate records, followed defined processes and responded constructively to customer concerns.

Customer Retention Manager - Direct Line Group - Teesside

(2010-03 - 2013-06)

• Handled customer cancellation, renewal and service-recovery conversations in a high-volume insurance environment.
• Listened carefully, explained options clearly and resolved difficult customer situations in a professional manner.

BA (Hons) - TV Production - University of Teesside (2002 - 2005)

A Levels - Stokesley Sixth Form