Teamleader
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A qualified and disciplined individual with extensive management experience working within the financial services and Insurance sector. I have an in-depth understanding and knowledge of banking products and services having worked as a contractor for all the major high street banks including LBG, Barclays, Barclaycard, Clydesdale and Yorkshire Bank, as well as Wealth Management Company SJP. I have experience and exposure within the Financial Services, including general banking and credit card complaints as well as Pensions and investments
Teamleader - SJP Wealth Management – Huntswood
(2024-06)
Working on a pension and investments remediation project, managing a team of 15+ case handlers, carrying out performance reviews and team meetings. Allocating cases and managing the teams caseflow. Given that this position was remotely based, it is important that I set clear expectations to my team and manage behaviors closely to ensure that not only the contract requirements are met but that my team did so in a professional and well managed way.
As well as this, I was also tasked with managing the overall performance and quality of my team, providing coaching, mentoring and as well as delivering feedback when required, to ensure excellent service is consistently maintained. I work closely in collaboration with other Team Managers to share best practice and to ensure consistency with feedback and quality. Given that I am managing teams who are remotely based, it is imperative to ensure that they are regularly motivated as well as being given the required support while lone working.
Throughout this contract my team have continuously achieved and exceed productivity and quality targets.
Complex complaint handler - Esure
(2024-04 - 2024-06)
Dealing with complex car insurance complaints, investigation the complaint to find the route cause and providing a resolution, offering compensation where applicable. Working FOS complaints to ensure a fair outcome has been reached. Ensuring all the KYC details are up to date while dealing with cases.
Calculating compensation and providing advice regarding their car insurance. Dealing with remediation cases, ensuring the right outcome has been reached. Communicating the outcome of a complaint to the customer by tailoring bespoke letters.
Calculating redress where errors have been made by the business.
Senior Complaint Handler - Barclays
(2022-05 - 2023-09)
Dealing with General Banking Complaints. Making outbound calls, discussing the complaint, offering resolution/compensation and producing bespoke letters to send to the customers, working end to end. Dealing with general day to day banking issues such as account closures, Direct debit issues, online banking, transaction disputes.
Dealing with KYC (Know Your Customer) Complaints, obtaining relevant information to complete the KYC and resolve the complaints. Also dealing with Business Banking complaints, offering a reasonable resolution, while maintaining Business Banking relationships. I demonstrate excellent problem solving and decision making skills.
I have outstanding attention to detail. Excellent written and verbal communication skills, having to write bespoke letters. Handling customer queries over the telephone, building report and remaining composed under pressure, dealing with all complaints in a professional manner.
Making sure all complaints are accurately logged and updated on in-house complaint management systems.
Team Manager - Test & Trace - Sitel
(2021-06 - 2022-02)
Working on the Public Health England test and trace project. Working remotely from home with a team of up to 35 agents. Creating positive employee relationships through open communication and coaching.
Creating a spirit of teamwork loyalty and pride. Performing continuous reviews and proactive management of absenteeism, schedule adherence and Productivity. Dealing with safeguarding issues and vulnerable customers.
Providing feedback and reviews of any community related issues to relevant management teams. Managing group and individual conduct. Leading agents through changes of different work streams and tiers within the Test & Trace Campaign.
Monitoring team development through setting quality objectives and providing constructive feedback for continued growth ensuring agents are recognised and rewarded for outstanding achievement in line with company values. Receiving recognition for outstanding team performance and stats for my team. Providing clear direction and guidance, investigating issues and taking appropriate action, including probation reviews and disciplinaries as well as carrying out 121's.
Listening into calls for quality and call avoidance. Continuously coaching and m
(2020-10 - 2020-12)
Dealing with DSAR requests for general banking customers, gather all details that the bank holds regarding products relating to the customer. Gathering all bank statements from the start date till the end date of each product (current accounts, credit cards, mortgages and loans). Ensuring all available credit agreements are retrieved and the information is provided to customer/CMC.
(2019-01 - 2020-08)
Dealing with BAU redress and recalc cases as well as remediation cases across all products, gathering all relevant information to validate if the customer had PPI and how much they were paying on a monthly basis per product, ensuring all relevant products were included. As well as preforming recalcs where some redress had already been paid. Then calculating PPI redress which was due to customers via excel, including any interest occurred.
Detailing letters to ensure all the required information was captured (bespoke letters), detailing the redress figures. Process payments to ensure the customers would receive their payments, whether via BACS or Cheque.
PPI Complaint (Data Gathering) Handler
(2017-04 - 2018-05)
Data gathering all relevant information for BAU, Remediation and FOS Complaint, gathering and inputting all the relevant data onto the system to ensure all relevant information is available for the review team and the redress team. Ensure all details are correct to ensure the customer receives a fair outcome. Ensuring all work is of the highest standards and meeting the quality and target requirements.
(2015-11 - 2017-04)
Dealing with General banking complaints (end to end) and providing a resolution, either in writing or on the phone. Answers email queries. Quality checking general banking complaint letters for grammatical errors as well as ensuring all complaint points have been addressed and the correct formats and letter heads have been used.
Dealing with credit card complaints, end to end of each complaint. Ensuring the complaint is dealt within the set deadline. Dealing with FOS complaints, dealing with the closure of the complaint and ensuring all data bases are up to date on internal systems as well as updating FOS.
Provided SME support to colleagues ensuring all processes were followed correctly and answered any queries my colleagues were unsure about. I also worked on the exceptions report which consisted of errors made by colleagues, correcting the errors and re-submitting the closures, ensuring all deadlines were met.
Team Manager - Capita
(2014-08 - 2015-11)
Managing up to 20 agents on Technical Support, continuously developing my team.
Team Manager - Capita
(2014-01 - 2014-08)
I managed a team of up to 15 agents, looking for opportunities to continuously develop my team.
