Darren Tait

• Evaluated policy compliance across all sectors, enhancing regulatory adherence.
• Facilitated interdepartmental communication to ensure seamless workflow during project execution.
• Cultivated client relationships, enhancing overall customer satisfaction levels.
• Refined processes resulting in increased business efficiency.
• Developed thorough reports strengthening decision-making framework.
• Guided team of fourteen associates in reaching company objectives..
• Committed time towards employee mentoring, improving morale and performance levels.

• Fostered a positive work environment through effective communication and conflict resolution tactics.
• Prioritised workload effectively within a team of 12, resulting in timely completion of tasks.
• Implemented staff rota schedules to ensure adequate coverage during peak times.
• Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
• Boosted morale by recognising and rewarding exceptional work.
• Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
• Streamlined operations, leading to increased team performance.
• Addressed customer complaints promptly, ensuring customer satisfaction and retention.

• Implemented innovative solutions to overcome challenges during reviews.
• Identified critical issues with thorough analysis of data.
• Developed new methodologies for more efficient review processes.
• Sustained high-quality output through rigorous quality control measures and maintained a quality score above the required 98% required by the client.
• Offered constructive feedback to colleagues, fostering a positive work environment.

• Worked on various contracts on behalf of Capita Customer Management as a Complaints Executive - these include 3 Mobile, Royal London & Phoenix Life
• Consistent high achiever of key performance indicators (KPIs) in both verbal & written forms of communication with customers
• Gained and maintained a deep knowledge of OFCOM & FCA rules relating to complaint handling.

Worked in various departments within Esure during my 14 years with the company, these include the following:

• Motor Insurance Customer Service Team Manager
• Home Insurance Customer Service Manager
• Motor & Home Insurance complaint & claim investigator
• Quality Assurance Manager