Head of Client Support
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I have spent most of my working life within a Customer Service environment, primarily working within the Financial Services Sector. I have a positive, can-do attitude and pride myself of my attention to detail, customer service skills and am able to adapt to business changes and needs. Since 2015 I have been unable to work due to my own ill health, which I am pleased to say I am recovered from.
In 2020 I became a full time carer to my child who remains unwell, but their condition is now manageable.
Head of Client Support at Drewberry Insurance (2014-03 – 2015-05)
Initially I was recruited as a Client Support Specialist where I completed application forms with clients over the telephone. After my 3 month probationary period I was promoted to Head of Client Support, a role that was created for me, managing a small team of Client Support Specialists. My day to day duties included recruitment, commission auditing and reconciliation, liaising with brokers, clients, Business Development Managers and our Network.
I also managed my teams daily workload ensuring all SLAs were met, KPIs worked towards and taking care of HR and disciplinary issues. I regularly took on adhoc work for my Director. I trained all new staff members on system processes and developed team members on ongoing changes.
I liked to keep hands on so continued to involve myself in the day to day processing of applications, updating of clients and brokers, liaising with Underwriters and ensure a full compliance check was adhered to on all cases. Since the creation of my role I was solely responsible for creating, developing and implementing procedures to all team members. I implemented our own in-house compliance check system prior to any cases being reviewed by our Network's Compliance Team to ensure all FCA and Network regulations were adhered to.
My role was also to ensure each of our clients experienced a first class customer journey and I improved upon and created new steps and initiatives to ensure that this happened. Due to my success in my role I was offered another promotion to Operations Manager. This again was another role created for me however I took the decision to sacrifice my career for the sake of my family.
Working full time wasn't providing a good work/home balance which was affecting my children.
Office Manager at The Executive Club of St James (2013-04 – 2013-11)
This was a part time, evening job working as Office Manager for a Dating Agency dealing only with high net worth clients. My duties included managing a small team on a day to day basis, ensuring all work was completed. The office was still all paper based with minimal use of IT.
I upgraded the IT systems, created spreadsheets and databases and reorganised the client folders to ensure a streamlined, efficient process which improved data quality. I trained staff to use the IT systems and their call handling skills. I resolved all complaints and queries to ensure the customer was happy but remained within the business principles and guidelines.
When I began my role the office was overstaffed, chaotic, disorganised. It is now working efficiently and effectively with fewer staff members and a higher success rate in matching suitable clients. The company had previously tried and failed at various forms of advertising so I created new, eye catching advertisements, business cards and set up Facebook and Twitter accounts to take advantage of social media.
Unfortunately, whilst the office is running very smoothly the business itself is struggling and the owner made the decision to make the Office Manager post redundant as he could not afford the wage bill.
Volunteer at Seaford Primary School (2013-11 – 2014-03)
Voluntary work at my children's school helping children to learn and develop their reading skills.
Manager at Sonja's Sales (2010-01 – 2012-08)
I set up and managed my own eBay business selling clothes for all ages. I sourced clothing at discounted prices then sold them making good profits. I always ensured accuracy in my advertising and excellent customer service from communications to quick postage.
Team Co-ordinator at Bright Grey (2004-06 – 2007-11)
Customer Service Advisor at Bright Grey (2003-10 – 2004-05)
Working within the Contact Centre I handled inbound and outbound calls to and from Clients and Financial Advisors, aiming to answer calls quickly, handle them efficiently and resolve all queries effectively, keeping a brief log of all that had been discussed. In-between calls I handled correspondence in the form of emails, faxes and letters, also from clients and Financial Advisors responding to any queries and seeking the answers they needed. I became part of the team that handled High Net Worth clients as the knowledge and customer service I provided was of a high standard.
Office Manager at Sita Waste (2002-12 – 2003-08)
Responsible for ensuring smooth running of day to day office functions including taking bookings, organising drivers schedules, managing waste workers, staff training and staff performance reviews. In this role I reorganised the entire paper based filing system and created an IT based booking system leading to extra efficiency. In addition, to increase business I began advertising in the local press and sending out leaflet drops.
Account Manager at Personal Pension Management Limited (2001-06 – 2002-11)
Managing 500+ pension accounts ensuring fast trading, full personalised customer service and delivering highly competent information based on individual needs. Administrative duties included compiling client files, updating internal computer systems with all client information, dealing with the stocks and shares that the clients invested in and liaising verbally and in writing with the clients, Financial Advisers and Stock Brokers.
Pension Review Case Manager at M&M Smith Partnership (2001-01 – 2001-06)
Pro-actively contacting individuals who had been wrongly advised and ensuring full disclosure from their previous employers to ensure compensation was paid.
Performance Reporting Officer at Lloyds TSB (1997-06 – 2001-01)
Analysing and reporting on all the shares and investment products held within a clients investment. Also providing Managing Director reports based on fund holdings performance and liaising with Investment Managers. Using the internal computer programme alongside Excel and Word I compiled monthly investment information and adhoc investment performance reports for external and internal customers.
Customer Service Representative at Lloyds TSB (1995-01 – 1997-06)
Working within the Death Claims department I processed life insurance claims from the deceased's family, ensuring all legal and medical documents were received. I liaised with the deceased's family members and legal representatives.
A Level in English Language, Religious Studies and German – Peter Symonds 6th Form College (1994-01 – 1995-01)
GCSE in Mathematics, English Language, English Literature, German, Science, IT, Humanities, Art – John Hanson School (1989-01 – 1994-01)
