Summary
Overview
Work history
Skills
References
Timeline
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Amy Mugford

Glasgow

Summary

Dynamic and results-driven professional with a strong foundation in leadership, communication, and resource planning. Demonstrates exceptional skills in influencing and relationship management, effectively driving change management initiatives. Proficient in data analysis and compliance, with a proven track record of process improvement. Committed to coaching and developing teams to achieve organisational goals.

Overview

17
17
years of professional experience

Work history

Operations Manager

Student Loans Company
04.2017 - 07.2025
  • Operations Manager within Repayment Customer Services (RCS) at Student Loans Company (SLC). Reporting to the Senior Manager, I lead a diverse group of Team Managers and am responsible for: Administration, Correspondence, Contact Centre, Knowledgebase & Superuser functions. My area is made up of circa 90 skilled Customer Advisors and Administrators who support SLC collecting repayments by providing excellent customer service, focused on quality and right first time and resolving complex queries.
  • As an Operations Manager, I am responsible for driving employee engagement, managing relations with internal business partners including HR and L&D and overseeing implementation of change working closely with colleagues in business readiness to ensure we are ready to accept and absorb change.
  • A key achievement from my time in this role has been supporting the development of Online Refunds, working with colleagues from Customer Experience Team, RPA CoE and Business Improvement throughout the project to ensure the service was aligned to strategic repay objectives.

Customer Service Project Lead - Wrong Plan Type

Student Loans Company
04.2016 - 03.2017
  • In April 2016, I stepped away from my team for 12 months to act as the Customer Service Business lead on the Wrong Plan Type project, working alongside Business Readiness Manager and colleagues from across SLC to deliver a solution to a cross cutting issue impacting Assess, Apply, Pay & Repay services.
  • In this role I liaised with business areas, including Senior Management and Heads of Service to gather data relevant to current processes and procedures. I created artifacts to capture 'as-is' processes, which were then used to facilitate workshops to shape new 'to-be' processes. I collated information and performed analysis to support a more streamlined approach to resolving issues identified.

Team Manager

Student Loans Company
02.2014 - 03.2017
  • As Team Manager within Customer Services, I was responsible for managing a team of up to 10 Customer Advisors to provide excellent service to our customers. I delivered through analysis of performance statistics to understand patterns and trends that inform coaching and development.
  • Key duties in this role involved Performance Reporting: conducting 1-2-1 meetings, ensuring performance improvement plans are implemented when required, conducting performance reviews, objective setting and appraising team members; Performance improvement: Side by side coaching, quality scoring, deliver buzz sessions, comms sessions and calibrations among many other duties; Attendance Management: return to work meetings, home visits and conducting capability and disciplinary procedures.
  • A key achievement in the post was successful completion of a local Operations Manager development programme. This development opportunity enabled me to provide a significant level of support during the restructure of the Contact Centre via the CC2R project; showing leadership during a significant period of change for employees. This resulted in a promotion to Operations Manager in April 2017.

Superuser (Subject Matter Expert)

Student Loans Company
09.2011 - 02.2014
  • Superuser for all student finance and repayment products. Handled complex queries referred by Contact Centre colleagues internally and from our outsource partners. I conducted root cause analysis to determine the cause of issues and provided this feedback to our Contact Centre Manager to inform improvements.

Customer Advisor

Student Loans Company
08.2008 - 08.2011
  • Inbound telephone calls from customers requiring assistance with Repayment queries or student finance applications. In this role I delivered exceptional quality assurance standards and handling time; I used my experience to assist colleagues at our outsource partners by regularly floorwalking to help develop others.

Skills

  • LEADERSHIP
  • COMMUNICATION
  • RESOURCE PLANNING
  • INFLUENCING
  • RELATIONSHIP MANAGEMENT
  • CHANGE MANAGEMENT
  • DATA ANALYSIS
  • COMPLIANCE
  • COACHING
  • PROCESS IMPROVEMENT

References

  • Julie Reid, Senior Manager, Repayment Customer Services, Julie_ReidGLA@slc.co.uk
  • Kevin O'Connor, Head of Repayment, Repayment & Customer Services, Kevin_OConnor@slc.co.uk

Timeline

Operations Manager

Student Loans Company
04.2017 - 07.2025

Customer Service Project Lead - Wrong Plan Type

Student Loans Company
04.2016 - 03.2017

Team Manager

Student Loans Company
02.2014 - 03.2017

Superuser (Subject Matter Expert)

Student Loans Company
09.2011 - 02.2014

Customer Advisor

Student Loans Company
08.2008 - 08.2011

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