Leigh Cooper-Harvey

● Led a team of approximately 12, overseeing coaching, development, HR matters, and pastoral care.

● Facilitated over a dozen internal promotions, contributing to a consistently top-3 performing team.

● Played a key role in achieving a department-wide Net Promoter Score (NPS) of 83.

● Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.

● Department Diversity, Equity & Inclusion Champion, actively participating in employee networks and advising leadership on current DEI issues.

● Managed a team of 20 on the night shift, improving performance across all metrics and boosting engagement.

● Unified a dispersed team and led them to outperform day teams for the first time historically.

● Delivered targeted training to expand team capabilities and support career development.

● Handled employee grievances to maintain harmony within the workforce ensuring client service remained consistent throughout the day and the night.

Additionally July 2019 - February 2021

● Supported Coutts 24 Officers with coaching, feedback, and operational assistance.

● Handled client complaints and identified business risks.

● Streamlined foreign payments training materials, which remain the department standard.

● Volunteered for additional tasks and projects, demonstrating initiative and a commitment to going extra mile.

● SME and Trainer for internal call assessment processes leading to a high level and consistent approach to client service.

● Served as first point of contact for client queries, including payments and card issues.

● Recognized as a top performer and selected to mentor new starters to ensure high-quality onboarding.

● Managed HR and administration for a £5m turnover store with 75 staff.

● Direct line management of customer service and administration teams.

● Responsibilities included rota planning, payroll, recruitment, training, and compliance.

● Achieved the store’s best-ever stock take result with a loss rate of just 2.1%.