Henry Hirst
Coventry,United Kingdom
Summary
Results-driven professional with expertise in leadership and team management, customer relationship management, and strategic planning and execution. Demonstrates a strong ability to ensure compliance with regulatory standards while excelling in communication, problem-solving, and project management. Adept at leveraging analytical thinking to drive sales growth and enhance product knowledge, delivering measurable outcomes aligned with organisational goals.
Overview
11
11
years of professional experience
2016
2016
years of post-secondary education
Work History
Relationship growth coach
Lloyds Bank
Remote
03.2024 - Current
- Supporting a remote team in conducting Teams meetings with customers to perform holistic financial goals reviews.
- Coaching and developing team members, enhancing their skills and ensuring continuous professional growth.
- Analyzing business insights and performance metrics to align team objectives with company KPIs.
- Facilitating effective communication and collaboration within the remote team to achieve outstanding customer service.
- Monitoring and evaluated team performance, providing feedback and implementing improvement strategies.
- Maintaining up-to-date knowledge of financial products and services to better guide the team and customers.
Bank manager
Lloyds Bank
Coventry
07.2019 - 03.2024
- Ensured compliance with all banking laws and regulations during operations management.
- Increased client base through targeted marketing strategies.
- Collaborated with different departments to streamline procedures and eliminate inefficiencies.
- Managed and resolved customer complaints promptly, ensured higher client retention rates.
- Maintained high standards of service delivery by encouraging excellence among team members.
- Organised team meetings to enhance communication amongst staff members.
- Monitored daily transactions to ensure accuracy and prevent fraud.
- Coordinated staff training programmes, promoted professional development within the team.
- Fostered a cooperative working environment through effective leadership techniques.
- Streamlined banking services by introducing technology-based solutions.
- Managed daily branch operations and supervised team of banking staff.
- Coached and developed banking staff to consistently meet and exceed performance objectives.
- Used knowledge of bank services, products and processes to manage customer-related issues.
Personal Banking Advisor
Lloyds Bank
05.2015 - 06.2019
- Conducted in-branch meetings with customers to understand their financial goals and provide tailored product solutions.
- Initiated and followed up on customer calls to schedule financial reviews and ensure comprehensive service.
- Regularly tested for compliance to ensure adherence to industry regulations and standards.
- Provided expert advice on financial products, helping customers make informed decisions.
- Maintained accurate records of customer interactions and financial plans.
- Collaborated with colleagues to deliver exceptional customer service and meet branch targets.
Customer Service Advisor
Lloyds Bank
06.2014 - 05.2015
- Built rapport with clients through empathetic handling of concerns.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Guided customers through troubleshooting process with patience and clarity.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Resolved pressing customer issues, ensured repeat business.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Enhanced brand loyalty, provided excellent service at all times.
Education
GCSE’s - Maths, Physics, Biology, Chemistry, History, English, English Literature, Geography, Latin, French
Bablake School
CoventryA Levels - Biology, Maths, Psychology
Bablake School
CoventryBSc (Hons.) - Psychology
University of Coventry
CoventrySkills
- Leadership & Team Management
- Customer Relationship Management
- Strategic Planning & Execution
- Compliance & Regulatory Adherence
- Communication
- Sales & Product Knowledge
- Problem-Solving
- Project Management
- Analytical Thinking
Affiliations
- Formula 1
- Cooking
- Concerts
- Gaming
References
References available upon request.
Timeline
Relationship growth coach
Lloyds Bank
03.2024 - Current
Bank manager
Lloyds Bank
07.2019 - 03.2024
Personal Banking Advisor
Lloyds Bank
05.2015 - 06.2019
Customer Service Advisor
Lloyds Bank
06.2014 - 05.2015
GCSE’s - Maths, Physics, Biology, Chemistry, History, English, English Literature, Geography, Latin, French
Bablake School
A Levels - Biology, Maths, Psychology
Bablake School
BSc (Hons.) - Psychology
University of Coventry
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