claire wiggins

* Freelance Training * Deliver Softskills training/Management Leadership courses to clients across Civil Service * Courses to include * Management Leadership * Leading people through change * Presentation skills * Facilitation skills * Customer Service * Personal impact & Effectiveness * Managing conflict * Getting the most from your team

* Providing support and sales/lead generation coaching to all branches in 3 areas in the North Region under my remit. * Coaching sales teams on how to sell PPI with lending products * Delivering training on sales processes, behavioural selling styles, objection handling and questioning techniques, communication skills * Collating and analysing branch performance through management information to identify and prioritise training support for branches not meeting sales targets. * Working on a 1:1 basis with individuals, creating action plans to complement their development and providing colleague feedback. * Regularly delivering sessions at Area Management meetings to provide branch managem * Designed Skill matrix’s for individual roles to enable assessing & monitoring ongoing quality performance * ent with the tools and skills to support their sales/lead generation colleagues

* Microsoft basic training * Core skills * Word * Communication/Telephone skills * Customer Service * Supporting management with interviewing new applicants & running assessment centres * Prior to embarking on a career in training, I worked as a Customer Advisor in Halifax General Insurance for 12 months. Before joining HGI, I worked as a BACs technician in Group Banking Services for 2 years.

* Conduct training needs analysis to create material fit for purpose. * Develop training and development solutions that support business objectives. * Design & deliver train the trainer events for roll out across the business, session planning, ensuring the full learning cycle has been considered, learning methods, assessment methods & evaluation. * Effectively evaluate training material and make recommendations for improvement * Co designed elements of the new Branch Induction Pathway * Build, engage & maintain relationships with stakeholders across the network * Continual Train the Trainer workshops to Regional Trainers to enhance their trainer skills and roll out of BAU courses

* Deliver 3 week induction programme to all new colleagues & deliver BAU workshops & Core skills including: * 1. Excelling in Customer Service * 2. Maximising business opportunities * 3. Building relationships with customers * 4. Excelling in the banking hall * 5. Statutory training ( First Aid, Health & Safety, Equal Opportunities, Data Protection, FSA, Financial Crime, Money Laundering) * 6. Conversational selling * 7. Complaints handling * 8. Effective Communication * 9. Train the Trainer events * 10. Time Management * 11. Effective Telephone skills & (TS0)Telephone Sales Opportunities * 12. Giving & receiving feedback * Delivering projects for new processes/systems & procedures * Supporting colleagues new to role in branch and providing ongoing coaching * Assessing & monitoring ongoing quality performance, completing objectives, completing action plans and observing evidence. * Mentoring & supporting colleagues struggling in role