Delivering an excellent product to our customers in terms of maturing their complaint in an accurate, compliant and time efficient manner.
Being responsible for a team of anything up to 90 FTE (accross admin, casework, Chairman/Chief Executive complaints and QC).
Engagement and relationship management accross both internal and external stakeholders.
Driving the team to secure complaint maturity within set SLA's and quality guidelines.
Promoting continuous improvement and empowering my team to contribute/own the process.
Collating, evidencing and delivering 1-1s around individual performance and people development. Succession planning.
Capacity planning up to 12 months in advance.
Embedding LEAN and 'one best way' throughout the department.
Sharing 'best practice' and successful process change/enhancements with other units.
Being responsible for delivering, embedding and confirming understanding of change control documents and risk surveillance plans.
Training and upskill of my team in order to ensure overall department needs/skillset requirements are secured.

Responsibilities included deputising for management as and when the situation dictated, during which times expectations were to deliver within SLA, ensure quality and team motivation to ensure personal and subsequently, departmental targets were delivered.
As a caseworker, my responsibilities were to deliver an accurate, compliant and time efficient response to my customers and to do so within a target driven (output, quality and continuous improvement) environment. My success in doing so can be evidenced in me being asked to work within the Chairman's/Chief Executive's Complaints Handling Team + handle FOS work