EMMA HAMBLING
Cheltenham,Gloucestershire
Summary
Dedicated individual with 30 years of diverse experience in the financial services sector, excelling in administrative and supervisory capacities. Expertise in cultivating customer relationships and delivering high-quality service. Results-oriented mindset focused on proactive solutions and continuous improvement.
Overview
32
32
years of professional experience
Work history
Customer Services Team Leader
Capita/Zurich Financial Services
Cheltenham, Gloucestershire
2022.07 - Current
- Supports team performance to meet SLA and quality standards.
- Monitors staff work queues to prioritise urgent tasks.
- Ensures team compliance by coordinating completion of mandatory regulatory tests before deadlines.
- Assists in enhancing customer service quality through targeted training initiatives.
- Completes documentation and logs while generating detailed weekly reports.
- Facilitate one-to-one meetings and annual performance reviews.
- Maintains adherence to policies and procedures for compliance purposes.
- Participated in audits and conducted root cause analyses while executing audit actions promptly.
Technical Advisor
Capita
Cheltenham, Gloucestershire
2020.01 - 2022.07
- Facilitated training plans to help individuals achieve necessary competency through focused upskilling.
- Assisted in monitoring team productivity to ensure compliance with service level agreements (SLAs).
- Compiled monthly reports with summaries on quality outcomes.
- Reviewed quality sampling results to identify trends and adjusted volumes for bi-annual reporting..
- Contributed to writing procedures and participated in audits.
Senior Pension Administrator - LFS Team
Capita Multi Client
Cheltenham, Gloucestershire
2018.09 - 2020.01
- Served as SME for LFS Pension Account, overseeing full administration of personal pensions and drawdowns.
- Provided support to team, ensuring adherence to service level agreements.
- Measured daily team productivity and presented results at daily buzz meetings.
- Developed training plans for new starters to enhance task competency and telephone skills.
- Adapted work schedule to accommodate overtime, maintaining quality customer experience.
Complaint Triage Administrator
Capita
Cheltenham, Gloucestershire
2016.05 - 2018.09
- Identified and logged Contact Centre complaints in compliance with FCA regulations.
- Resolved complaints within three days by investigating and negotiating with back office teams.
- Provided feedback and coaching to contact centre staff to enhance performance.
- Successfully participated in Accelerate into Management Programme, gaining exposure to various management training courses.
- Contributed to recruitment efforts by assisting with interviews and providing candidate overviews.
Senior Retirement Specialist
Jessop Fund Managers/Vertex
Cheltenham, Gloucestershire
2015.07 - 2016.05
- Established and nurtured relationships with key stakeholders to secure new business opportunities.
- Demonstrated extensive knowledge of JFM Personal Pension, Flexi-Access Income, and Cash Fund Drawdown products.
- Processed diverse administration tasks to ensure compliance with service level agreements.
- Developed key relationships with advisors when negotiating on the drawdown products
Senior Pensions Administrator
Zurich Corporate Savings
Cheltenham, Gloucestershire
2008.11 - 2015.07
- Executed monthly call monitoring and coaching sessions to enhance team performance.
- Delivered training on telephony and various tasks to new and existing team members.
- Conducted procedure reviews aligned with framework guidelines.
- Spearheaded implementation of telephony infrastructure for Corporate Wrap Product.
- Fulfilled one-year Team Leader role in telephony team, overseeing support and management.
Lifestyle Consultant
Stroud and Swindon Building Society
Stroud/Gloucester, Gloucestershire
2007.10 - 2008.11
- Assisted customers in understanding home and life insurance products.
- Generated new business sales through life insurance sales from mortgage leads in a call centre.
- Facilitated negotiations to close sales of insurance products.
Small Business Underwriter
Zurich
Cheltenham, Gloucestershire
1999.04 - 2007.10
- Cross-skilled underwriter across motor, fleet, and property products in commercial broker market.
- Delivered telephone training to new team of 12 in India for two months.
- Supported colleagues on-site to enhance skills and knowledge.
Call Centre Operative
Eagle Star Direct
Cheltenham, Gloucestershire
1997.06 - 1999.04
- Consistently achieved targets through accuracy and efficiency in high call volume environment.
- Managed customer enquiries, prioritising service excellence in personal insurance sales and claims role.
- Streamlined processes to enhance response times and customer satisfaction.
Sales Assistant
Pronuptia & Young's Formal Wear
Cheltenham, Gloucestershire
1994.05 - 1997.06
- Monitored consumer behaviour trends to assist decision-making processes.
- Supported stock and product knowledge maintenance to facilitate upselling opportunities.
- Managed stock ordering procedures.
Education
Chartered Institute of Insurance
ABC Cake Decoration - Levels 1, 2 and 3 – Distinction obtained
GLOSCAT
Cheltenham2005
BTEC National Diploma - Travel & Tourism
GLOSCAT
Cheltenham1993
GCSE - 9 GCSE's - at grade C and above in English, Maths, French & Home Economics
Pittville School
Cheltenham1991
Hobbies
Skills
- Organisational skills and motivation
- Proficiency in Microsoft Office 365 Applications
- Leadership abilities
- Verbal and written communication
- Adaptability to fast-paced environments
- Coaching and interpersonal skills
- Enthusiasm for challenges
- Continuous learning mindset
Timeline
Customer Services Team Leader
Capita/Zurich Financial Services
2022.07 - Current
Technical Advisor
Capita
2020.01 - 2022.07
Senior Pension Administrator - LFS Team
Capita Multi Client
2018.09 - 2020.01
Complaint Triage Administrator
Capita
2016.05 - 2018.09
Senior Retirement Specialist
Jessop Fund Managers/Vertex
2015.07 - 2016.05
Senior Pensions Administrator
Zurich Corporate Savings
2008.11 - 2015.07
Lifestyle Consultant
Stroud and Swindon Building Society
2007.10 - 2008.11
Small Business Underwriter
Zurich
1999.04 - 2007.10
Call Centre Operative
Eagle Star Direct
1997.06 - 1999.04
Sales Assistant
Pronuptia & Young's Formal Wear
1994.05 - 1997.06
Chartered Institute of Insurance
ABC Cake Decoration - Levels 1, 2 and 3 – Distinction obtained
GLOSCAT
BTEC National Diploma - Travel & Tourism
GLOSCAT
GCSE - 9 GCSE's - at grade C and above in English, Maths, French & Home Economics
Pittville School
Hobbies