Charley Murphy

• Collaborated with staff members to enhance customer service experience, and further our duty of care for our customers.
• Developed team members, in order to further their career progression, and ensuring we deliver outstanding service to our customers.
• Participated and lead training with our vulnerable customer content, ensuring colleagues were engaged in the content being provided.
• Managed individuals performance, consistently creating a safe environment where feedback can be worked upon, and trust can be built.
• Utilised coaching with the team, to develop soft skills in order to align with the focus of the leadership team.
• Ensured our service was quality controlled, with detailed reporting performed for individual feedback and coaching

• Offered detailed advice on product and service benefits to both internal employees and customers.
• De-escalated objections and disputes professionally to maintain customer satisfaction.
• Oversaw training and mentoring of new team members, promoting productivity and quality service.
• Resolved customer complaints and complex inquiries, at first point of contact, with real focus on the customer journey and procedure.
• Helped new staff acclimate to customer service team and mentored on strategies for success.
• Provided care, and quality towards vulnerable customers, ensuring we are delivering the correct outcomes, and making the correct accommodations within process.

Requirements during employment included:

• Working in fast paced environment and having to identify issues and rectify efficiently.
• Acted as first point of contact for customer issues and queries. Having to liaise with different team members from different departments in order to deliver the best customer experience.
• Trained to effectively navigate financial specific systems and implement them into the communication with the customer.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Constantly undertaking new tasks and challenges in order to learn in a positive and improving manner.