Emma Rowland
Newquay,Cornwall
Summary
Dynamic professional with a proactive mindset and a strong focus on collaboration and teamwork. Demonstrates excellence in customer service, consistently achieving high satisfaction ratings through effective problem-solving skills. Experienced in coaching and mentoring, fostering growth and development within teams. Committed to leveraging these competencies to drive organisational success and enhance team performance.
Customer-focused professional with background in enhancing user satisfaction and loyalty. Skilled in identifying customer needs and resolving issues promptly.
Overview
35
35
years of professional experience
1988
1988
years of post-secondary education
Work history
Customer experience executive
Santander UK
Truro, Cornwall
04.2025 - Current
- Coached new and existing colleagues to enhance team performance.
- Facilitated educational conversations to address customer financial needs effectively.
- Delivered core servicing and transactions across all channels.
- Acted as brand ambassador by hosting community initiatives and events.
- Analysed customer feedback to identify improvement opportunities.
- Supported branch leaders by providing assistance when required.
- Promoted Santander's digital offerings to increase customer engagement.
Customer experience specialist
Santander UK
Truro, Cornwall
05.2022 - 04.2025
- Serving as the primary point of contact for customer enquiries, whether in person in branch or over the telephone
- Responding to and resolving customer concerns, using standard procedures and escalating complex issues as needed.
- Developing a deep understanding of Santander products and services to effectively guide customer's and identify suitable solutions
- Establish rapport with customer's understand their needs and build lasting relationships
- Ensure a positive customer experience and achieving high levels of customer satisfaction
Customer service manager
Santander UK
St Austell, Cornwall
05.2003 - 05.2022
- Demonstrated leadership skills in managing diverse teams.
- Overseeing operations of a specific branch, including cash management, transaction processing and adherence to banking regulations
- Managing and motivating a team of bank employees to achieve performance targets and provide excellent customer service
- Building and maintaining strong relationships with customers, addressing their financial needs, and providing tailored solutions
- Ensuring the branch adheres to all relevant banking regulations, internal policies, and security protocols.
Assistant manager
National Car Rental
Newquay, Cornwall
01.1994 - 05.2002
Finance officer
Magistrates Court
Truro, Cornwall
04.1990 - 01.1994
Education
GCSEs -
Sir John Newsom
Welwyn Garden City, HertfordshireSkills
- Collaboration and teamwork
- Proactive mindset
- Coaching and mentoring
- Customer service excellence
- Problem solving
References
References available upon request.
Timeline
Customer experience executive
Santander UK
04.2025 - Current
Customer experience specialist
Santander UK
05.2022 - 04.2025
Customer service manager
Santander UK
05.2003 - 05.2022
Assistant manager
National Car Rental
01.1994 - 05.2002
Finance officer
Magistrates Court
04.1990 - 01.1994
GCSEs -
Sir John Newsom
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