Liam Turner

Lead a customer operations team within a highly regulated insurance environment.

Lead team performance across productivity, quality and customer experience measures.

• Conducted coaching sessions, performance reviews and wellbeing conversations to enhance team capabilities.
• Facilitated 200+ coaching and development conversations to drive individual and team growth.
• Developed multiple colleagues into promoted and expanded business roles.
• Supported onboarding and development of 50+ employees to ensure smooth integration and career progression.
• Implemented initiatives to foster strong employee engagement within the team. and low attrition.
• Oversaw attendance records and ensured compliance with company policies., probation, conduct and disciplinary processes.
• Organised and allocated resources effectively to meet service delivery goals. and workload planning to ensure service delivery standards are achieved.
• Deliver operational training and development programmes.
• Resolve complex customer complaints and escalations.
• Maintained KPI performance at or above target levels throughout leadership tenure.
• Maintained strong employee engagement and low attrition.

• Acted as the main contact for addressing operational queries and complaints, streamlining communication between teams and resolving issues efficiently.
• Facilitated onboarding and training delivery.
• Delivered coaching and performance feedback to enhance team capabilities and individual development.
• Supported leadership with workforce planning and performance monitoring.
• Conducted quality assurance reviews and performance audits to ensure compliance with organisational standards.

• Delivered exceptional customer service under pressure, ensuring client satisfaction and support.
• Assessed liability and coordinated tailored customer solutions to resolve issues efficiently.
• Managed first notification of loss claims to initiate timely processing.
• Consistently achieved quality and performance targets.

• Managed staffing, budget management, compliance, recruitment, and operational performance to meet organisational objectives.
• Managed financial budgets, forecasting, and reporting, ensuring fiscal responsibility and sustainability.
• Controlled expenses and allocated financial resources to reach budget goals.
• Oversaw daily operations, maintaining strict adherence to quality standards and regulatory compliance.

• Coordinated with senior management to implement strategic plans for revenue growth.
• Monitored staff performance and developed improvement plans.
• Trained new employees on company policies, customer service excellence, and sales techniques.
• Coordinated recruitment processes and trained new hires to ensure alignment with company standards.