Matthew Capper

Strategically manage team of 8 in high street branch to drive branch success.
Leverage goal-setting techniques to elevate team performance beyond company benchmarks.
Prioritise individual development through personalised coaching and management.
Catalyse team growth via interactive coaching sessions and performance management.
Spearhead risk management initiatives to uphold branch standards.

Responsible for the being the direct face of Santander in a selection of branches after joining from university. Developed an excellent customer service standard by using active listening skills to ensure I could match a customers needs to a product or service that would aid them best from our range. Putting the customer at the heart of everything by referring to branch specialists such mortgage and investment advisors to ensure that I was able to look after my customers needs. Learnt key skills in how to react and adapt when things did not go right, learning to how to empathise and help unhappy or vulnerable customers when they needed us most.