Michaela Cottell
Swindon Village, Cheltenham,England
Summary
Seasoned and motivated professional with focus on customer service management and team leadership. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.
Overview
39
39
years of professional experience
Work history
Customer Service Manager
Zurich Life and Pensions
Cheltenham , Gloucestershire
2025.07 - 2026.05
- First Line Controls function for InForce Operations which included :-
- Operational Frameworks, Secondary Controls, Regulatory Frameworks including Breaches, Anti Money Laundering and GDPR requirements, Health and Safety, Business Resilience and Audit Management.
- Delivered strategic planning to meet business objectives consistently.
- Sustained positive working relationships through effective communication with stakeholders.
- Promoted teamwork to cultivate productive work culture across teams.
- Oversaw daily operations to maintain optimal performance across services.
- Handled challenging situations to protect customer satisfaction outcomes.
- Answered customer queries promptly to deliver exceptional service experience.
- Revised operating procedures to support smoother workflow and task flow.
- Identified improvement areas to enhance operational efficiency across operations.
- Coordinated cross-functionally for seamless service delivery across teams.
- Converted senior directives into front-line policies and implemented changes with staff.
- Led diverse teams through day-to-day decision-making and coaching.
Customer Service Manager
Capita Life and Pensions
Cheltenham , Gloucestershire
2018.12 - 2025.06
- Managed staff within varying business functions including :-
- Life, Pensions & Investments Technical Operations support.
- Life, Pensions & Investments Servicing and Claims.
- Investment & Pensions New Business, Servicing and Claims.
- First Line Controls.
- Managed challenging situations within Zurich portfolio to protect customer satisfaction.
- Identified improvement areas and applied operational efficiency changes across workflows.
- Designed customer engagement strategies to strengthen relationships and service outcomes.
- Streamlined processes to improve daily team efficiency and workload balance.
- Planned strategically to deliver business objectives against set priorities.
- Led diverse teams using consistent coaching and guidance.
- Maintained positive relationships through clear, timely communication with stakeholders.
- Built supportive environment through active team management and feedback.
- Oversaw daily operations to maintain service standards and optimal performance.
- Translated senior management directives into actionable front-line policies and changes.
Team Leader
Zurich then Capita Life and Pensions wef 02/2006
Cheltenham , Gloucestershire
1996.09 - 2018.11
- Prioritise tasks by urgency and importance to balance team workload daily.
- Collaborate closely with team members to improve customer satisfaction outcomes.
- Monitor daily operations to cut operational costs significantly across schedules.
- Negotiate outcomes during challenging situations using strong problem-solving skills.
- Coordinate activity between departments to keep operations running smoothly daily.
- Implement advanced technology tools to streamline processes and boost productivity.
Customer Relations Specialist
Zurich Life and Pensions
Cheltenham , Gloucestershire
1991.07 - 1996.08
- Handled executive and adviser complaints, managing appeals and FOS referrals professionally.
- Restored consumer confidence by resolving complaints with clear, timely communication.
- Negotiated complaint outcomes to reduce friction and protect service reputation.
Administrator
Zurich Life and Pensions
Cheltenham , Gloucestershire
1987.07 - 1991.06
- Interacted with customers professionally by phone, letter and in-person to deliver excellent, accurate customer service.
- Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
- Contributed towards positive work environment.
Education
Financial Planning Certificate -
Chartered Insurance Institute
8 O'level's -
General Certificate of Education
Cheltenham, GloucestershireSkills
Leadership and motivation
Regulatory compliance
Customer service excellence
Quality assurance and control
Performance monitoring and KPIs tracking
Staff training and development
Cultural awareness
Interpersonal communication
Relationship building
Initiative and resilience
Budgeting and financial analysis
Process improvement
Timeline
Customer Service Manager
Zurich Life and Pensions
2025.07 - 2026.05
Customer Service Manager
Capita Life and Pensions
2018.12 - 2025.06
Team Leader
Zurich then Capita Life and Pensions wef 02/2006
1996.09 - 2018.11
Customer Relations Specialist
Zurich Life and Pensions
1991.07 - 1996.08
Administrator
Zurich Life and Pensions
1987.07 - 1991.06
Financial Planning Certificate -
Chartered Insurance Institute
8 O'level's -
General Certificate of Education