Gary Herriott

-Started a new role as a customer service representative for Thames Valley Police.

-Role involves answering calls to employees for hire car purposes and providing assistance with taxing of vehicles.

-Database updates and filing paperwork for new purchased vehicles and sold cars.

• Reassigned to Mercedes-Benz for departmental operations support and Toyota contract ending.
• Reduction in role due to loss of original contract with Toyota Insurance.
• Due to a lack of Team Leader, I have been working alongside another senior advisor to ensure all routines are completed on schedule, these roles include query support, emails, customer call backs due to complaints and complaints handling.
• Managed workload effectively to meet performance targets while focusing on team development.
• I was set the task to absorb all other service departments into our team which has required further training and ensuring everyone is ready to handle the new workload.
• I have been communicating with department heads prior to the change to ensure all necessary information is received and all daily routines are handled correctly going forth.

• I was most fortunate in being a successful candidate to assist in a new scheme, developing a new team along side the Customer Service Manager. This included being a referral point to the team for Insurance knowledge.
• My main duties included ensuring our customer service team are answering the incoming calls in a timely manner, staying in line of our KPIs.
• Ensuring we remaining compliant with FCA regulations by listening and marking call recordings of our team.
• Regulating renewal invitations to ensure these are kept at least 21 days ahead of the current date.
• Making sure our team are contacting our clients who are close to renewal to assist in retention of client base.
• Monthly 1-2-1 meetings with team members to regularly check their personal progress in the department and to help assist them in their targets to help improve performance and possible progression.
• Addressing customer complaints and issuing complaints letters within FCA guidelines. Aim for a mutual agreement where possible.
• I have been fortunate to have managed the team without assistance at weeks at a time and successfully provide support when required while answering to queries submitted by our Underwriters and head office.

• Answer incoming calls as a priority whilst ensuring personal work load is completed on a day-to-day basis, including diary, issuing online policies and chasing clients for pending renewals.
• Incoming calls include customer queries, mid-term changes to motor insurance and processing renewals.
• On occasion requirement to contact underwriter to help assist our clients if request or change does not meet our usual expectations.
• Training of new team members and to ensure any feedback is given to management to help direct where further assistance is required in new team members learning.

• Daily running of dairy and meat departments ensuring team rota is updated where required.
• Covering staff shortages at short notice with overtime and assisting team when required.
• Making sure good waste routines adhered to so we avoided going below our KPI's for stock control; with use of a PDA device.
• I worked shoulder to shoulder with the team to ensure department was kept tidy and filled at all possible times.
• Where required, we would assist with other departments to help keep the store day to day activities flow where needed.
• The multiskilling would include front end tills, counters, assisting deliveries and trolleys.
• Delivered quality service with friendly and professional demeanour.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.