Summary
Overview
Work history
Education
Skills
Timeline
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Anna Ratcliffe

Loughborough

Summary

Focused, reliable and friendly individual with strong foundation in customer service and to confidently assist customers with their banking needs. Experienced in a retail branch-based environment, committed to delivering high standards of service, with a dedication to delivering the right outcome for customers. Demonstrates excellent communication skills and problem-solving abilities.

Overview

27
27
years of professional experience

Work history

Universal Banker/ Delegated Authority

HSBC UK Bank Plc
Loughborough
04.2018 - 08.2025
  • Assisting customers with their everyday banking needs including payments, bereavement, account opening, lending, power of attorney, digital banking & all queries
  • Resolving complaints at first point of contact
  • Responsible for day to day running of a branch if no manager is present
  • Key holder & out of hours contact
  • Audit checking daily work of three branches to ensure it complies with policy & procedure
  • Replenishment & upkeep of multiple cash machines, making sure they are always in service
  • Working across different branches within the local market when required
  • Helping to train new starters

Team Manager

Travelex
East Midlands Airport
09.2004 - 09.2017
  • Managed a team of seven staff members
  • Responsible for the daily operations of three branches within the airport during three days on three days off shift pattern
  • Accumulating weekly business reports for the area manager to show targets were being met and how the branches were performing
  • Arranging staff rotas, authorising annual leave, overtime and arranging sickness cover when needed
  • Interviewing candidates when vacancies arise
  • Managing seven cash machines around the airport
  • Always following cash handling procedures when replenishing machines and sending cash back to G4S
  • Upselling currency and products to customers, explaining any deals/ offers available in branch

Sales Assistant

World News
East Midland Airport
04.2004 - 08.2004

Deputy Officer In Charge

Kingscliffe Day Nursery
Loughborough
12.2001 - 04.2004

Nursery Officer

Radmoor Day Nursery
Loughborough
03.2001 - 12.2001

Nursery Officer

Pinfold Gate Day Nursery
Loughborough
08.1998 - 03.2001

Education

GCSE level -

NVQ 3 - Customer Service

Skills

  • Customer services
  • Team collaboration
  • Effective communication skills
  • Complaint resolution
  • Problem solving
  • Audit compliance
  • Cross-branch collaboration
  • Staff training

Timeline

Universal Banker/ Delegated Authority

HSBC UK Bank Plc
04.2018 - 08.2025

Team Manager

Travelex
09.2004 - 09.2017

Sales Assistant

World News
04.2004 - 08.2004

Deputy Officer In Charge

Kingscliffe Day Nursery
12.2001 - 04.2004

Nursery Officer

Radmoor Day Nursery
03.2001 - 12.2001

Nursery Officer

Pinfold Gate Day Nursery
08.1998 - 03.2001

NVQ 3 - Customer Service

GCSE level -

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Anna Ratcliffe