joanne townsend

A Team Manager (Front Line Manager) managing 7 Team Leaders and circa 100 Case Handlers. Delivering 4 remediation cohort projects delivering them not only within projected timescales but with 100% quality scores by using the GROW model in coaching to unlock my teams potential and enable them to maximise their own performance.

This temporary assignment was initially two weeks. The role lasted six months and they were keen to keep me on unfortunately there was no full time position available.

I managed a team of 15 (permanent and contractors) monitoring team productivity to ensure targets were met daily while implementing FOS learning’s into the companies review policy for handling complaints. Quality checked cases to ensure that the case handler achieved the right outcome for the customer and the business in line with FCA TCF guidelines. Delivered one on one feedback to the case handlers. Used customer feedback to identify the root cause of errors, providing feedback to the relevant individual/business area to improve the customer experience.

Reviewing, analysing, and assessing cases in a timely manner, turning complaints into fair customer outcomes. Experience of making sound judgements and well-informed decisions sometimes holistically, based on the information provided and held by the bank. Specialising in Complex cases. FOS specialist- when a complaint has been escalated to the Financial Ombudsman service. Bereavement, CEO, Fraud and Bankruptcy cases which require specialist sensitive communication skills. Experience of Interacting with customers and third parties. This includes Claims Managements Companies, bankruptcy, and other associated parties.

A company operating within the Construction sector; building and manufacturing. The company is privately owned and the role involved working closely with the Group Chairman. A Fastest 50 company which consistently turned over £4 million when I joined and organically grew into 9 companies with a total turnover of £26 million.