Kyle Morris

Responsible for conducting comprehensive quality assurance checks across Sales, Complaints, and Payment Support functions to ensure adherence to FCA regulations and Consumer Duty principles. Partnered with operational leaders to align processes with regulatory standards, developed outcome testing models, managed complex complaints, and mentored new team members to uphold quality and compliance excellence.

Key Achievements:

• Delivered in-depth audits, improving compliance accuracy across multiple service areas by 30%.
• Analysed compliance data to identify risks and trends, implementing strategies that strengthened regulatory adherence.
• Designed and implemented outcome testing models aligned with FCA Consumer Duty standards.
• Introduced Flex Pay compliance processes, enhancing regulatory readiness.
• Provided coaching and feedback to advisors and leaders, driving a culture of compliance and improving performance consistency.
• Successfully managed complex, high-risk complaints, ensuring accurate resolution within FCA guidelines.
• Oversaw workflows to exceed FCA complaint quotas and deadlines.
• Promoted cross-departmental collaboration to embed best practices.
• Maintained transparent audit trails using Excel and Power Apps.
• Led redundancy transition by creating and delivering training presentations for offshore teams, achieving a high first-time pass success rate and ensuring seamless knowledge transfer.

Started as an Apprentice Customer Service Representative, providing frontline support and managing high volumes of customer complaints and queries with empathy and professionalism. Progressed to Level 2 Technical Support Advisor, resolving complex network issues and improving first-time resolution rates. Later promoted to Lead CSR and seconded as Team Leader, supporting multiple teams, leading onboarding and coaching sessions, and driving operational performance improvements. Demonstrated strong technical knowledge, stakeholder engagement, and a commitment to service excellence and compliance.

Key Achievements:

• Resolved complex network issues as a Level 2 Advisor, significantly improving first-time resolution rates.
• Led CSR teams, managing coaching, onboarding, and performance for both new and experienced staff.
• Delivered data-driven coaching through call monitoring, enhancing service quality and compliance.
• Analysed operational data using Excel and PowerPoint to inform strategic decisions.
• Presented service improvement initiatives to directors, strengthening stakeholder relationships.
• Supported training by sharing expert knowledge of internal systems, improving resolution efficiency.
• Inspired teams to exceed performance targets, fostering a culture of accountability and growth.
• Completed EE Apprenticeship Program – NVQ Level 2 in Customer Centre Operations (2014).