Lee Slatter
Newcastle Upon Tyne,Tyne & Wear
Summary
Team player with strong communication and interpersonal skills.
8 years as a call centre team manager and 6 years in Regulatory Compliance. Leading multinational teams in Europe and the UK, ensuring QA call monitoring complies with OFCOM conditions for EE/BT.
Regularly engage with various stakeholders across the business, ranging from front-line staff to board directors, providing insights and trend analysis derived from QA assurance work.
Focused on compliance and committed to doing the right thing for customers and employees.
Seeking a reputable company with a bright future where I can apply my skills and further advance my career.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Compliance Professional
EE LTD
Newcastle upon Tyne, North Tyneside
11.2019 - 02.2025
- Managed multinational teams in UK, Moldova & India to provide quality assurance both at 1LOD & 2LOD for EE Consumer.
- Experience in OFCOM General Conditions & Consumer Duty.
- Developed "Do The Right Thing" QA model & successfully implemented rollout across all EE call centre staff and management.
- Maintained clear communication channels, kept all stakeholders updated on QA progress.
- Managed cross-functional teams to achieve project timelines whilst maintaining quality standards.
- Ensured full compliance with industry standards by conducting thorough audits regularly, including audits with external bodies.
- Improved QA testing process by implementing new strategies.
- Reported findings from QA team's to all levels of seniority from direct manager to Directors regularly.
Call Centre Manager
EE LTD
Newcastle upon Tyne, North Tyneside
07.2012 - 11.2019
- Handled demanding customers calmly and professionally, maintained company reputation.
- Conducted regular employee evaluations, identified strengths and areas for development.
- Led team meetings, fostered a cohesive work environment.
- Streamlined communication process to enhance customer interactions.
- Improved customer satisfaction by implementing effective conflict resolution techniques.
- Managed daily operations to ensure optimal productivity and effectiveness.
- Oversaw recruitment process to select high-performing individuals for the team, both internally and externally at recruitment events, schools, colleges & university campus'.
- Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
Call Centre Advisor
EE LTD
Newcastle upon Tyne, North Tyneside
05.2008 - 07.2012
- Increased loyalty amongst clientele by delivering exceptional customer service.
- Worked closely with other departments to resolve complex client issues effectively.
- Adhered strictly to data protection regulations during all interactions with customers.
- Maintained updated knowledge of products to provide accurate information to customers.
- Logged customer interactions and issues in the system accurately to track trends.
- Upheld outstanding attendance record, demonstrating commitment and reliability.
- Communicated effectively with team members for smooth operation flow in the call centre.
- Addressed customer complaints, ensuring a swift resolution.
- Managed high volume of inbound calls for efficient customer service.
Education
6 GCSEs grade A-C -
Kelsey Park School
London 09.1992 - 07.1997
Skills
- Regulatory knowledge OFCOM General Conditions & Consumer Duty
- Compliance auditing & Quality Assurance 1LOD & 2LOD
- Project management & development of Compliance dashboards & reporting to assist with driving Compliance performance across EE operational teams
- Compliance reporting
- Data analysis
- Compliance training delivery
- GDPR compliance
- Corporate governance understanding
- Change management
- Compliance programme creation
Affiliations
- Co-owner of Circa 12k social media group "PC Advice UK" for the past 5 years.
- Playing golf with my partner
- Repairing PCs and building
- Avid darts fan both spectating and playing
Timeline
Compliance Professional
EE LTD
11.2019 - 02.2025
Call Centre Manager
EE LTD
07.2012 - 11.2019
Call Centre Advisor
EE LTD
05.2008 - 07.2012
6 GCSEs grade A-C -
Kelsey Park School
09.1992 - 07.1997
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