Summary
Overview
Work history
Education
Skills
References
Hobbies and Interests
Training
Timeline
Generic

Paula Mould

Telford

Summary

As a highly self-motivated individual, I bring extensive experience in both branch-based and remote customer service environments. Throughout my managerial journey, working directly with customers as well as supporting and coaching teams to maintain high standards of service.

My ability to remain calm, efficient, and professional under pressure has been essential in responding to unpredictable workloads, particularly in fast-paced customer-facing roles. I have developed strong skills in managing a high volume of varied enquiries—while maintaining focus, accuracy, and a positive attitude. My approachable and professional demeanour helps create a welcoming first point of contact.

I have a proven ability to work collaboratively across departments and with stakeholders at all levels, aligning processes, tools, and communication to ensure smooth service delivery. This cross-functional approach has strengthened my knowledge of broader organisational functions—skills I know are vital in directing customers to the correct services or external agencies quickly and appropriately.

With a strong passion for personal development, I have completed two Open University courses and am currently undertaking a third to further enhance my skills and knowledge. I’m adaptable, quick to learn new systems and processes, and fully committed to delivering exceptional customer service in every interaction.

Overview

24
24
years of professional experience
5
5
years of post-secondary education

Work history

Advocacy Coordinator/Performance Manager

Barclays Bank
01.2014 - 07.2025
  • Collaborated with and influenced stakeholders at all levels to drive business change initiatives aimed at improving productivity, customer outcomes, and service efficiency.
  • Designed, scheduled, and delivered structured training programmes—including nationwide upskilling packs—to support capability growth across both physical and virtual teams.
  • Led coaching and development through a top-down approach, facilitating regular upskilling sessions to empower front-line colleagues and enhance first point of contact (FPOC) resolution.
  • Championed the delivery of a seamless 5-star customer experience across all channels, with a strong focus on improving Net Promoter Scores (NPS) and creating customer advocates aligned to the organisation’s “Go To” vision.
  • Acted as a key liaison between cross-functional teams and senior leadership, ensuring effective communication, timely issue resolution, and smooth coordination of service and project workflows.
  • Interpreted and analysed performance data to identify service gaps, support documentation reviews, and recommend process improvements aligned with compliance, quality, and operational targets.
  • Delivered timely and accurate briefings and training on system enhancements and policy updates to ensure stakeholder alignment and organisational readiness.
  • Supported strategic change initiatives by collecting stakeholder feedback, adjusting implementation plans, and ensuring smooth adoption across impacted areas.
  • Maintained clear and consistent communication across departments, building trusted relationships while handling sensitive matters with professionalism and discretion.
  • Led cost-reduction initiatives without compromising service quality—monitoring and recording outcomes to ensure effective resource use, generate insights, and provide measurable evidence of impact.

Branch Manager

Barclays Bank
Whitchurch
12.2011 - 01.2014
  • Accountable directly to the Retail Area Director, overseeing the overall performance and daily operations of the branch.
  • Responsible for staff appraisals, recruitment and retention, handling of disciplinary and grievance matters, and delivering training and support to all new team members within the branch.
  • Held full responsibility for branch-level profit and loss, including budget management, cost control, and financial forecasting to ensure targets were met and exceeded.
  • Actively managed cash handling procedures and branch cash flow, ensuring compliance with internal controls, security protocols, and audit standards.
  • Monitored and controlled operational expenses, identifying opportunities to reduce costs without compromising service quality or compliance standards.
  • Set ambitious, performance-driven targets for the branch and led the team to consistently exceed them—resulting in multiple reward and recognition accolades for exceptional results.

Business Manager

Barclays Bank
Wellington
11.2010 - 12.2011
  • Duties involve team building, coaching, motivating, and training staff to increase lead production.
  • To maximise the branch efficiency to achieve our business goals.
  • I work closely with the Branch managers to arrange focus days to help, not only my area of expertise but also the Branches goals and targets in general.
  • Responsible for accurate Business advise when it comes to new start-up businesses to help them both achieve and exceed their goals.
  • I advise on all aspects of business banking including lending to new businesses where applicable. I am regularly updating my skills and knowledge with assessments and accreditations.

Bank Manager

Barclays Bank
Madeley & Oakengates
03.2007 - 11.2010
  • Answerable directly to the Area Director for duel site management.
  • Responsible for staff appraisals: Recruitment and retention of staff, discipline and grievance issues and provide training for all new personnel based within my branch.
  • Also responsible for profit and loss at the branch, other duties included setting stretching aspirational goals for the Branch to achieve.

Personal Banker

Barclays Bank
Telford Town Centre
02.2004 - 03.2007
  • As a Personal Banker, I was first point of contact. Customer service was paramount to understand how to help the customer effectively in a timely manner. It also involved opening accounts, lending monies, arranging mortgage appointments, and also arranging more delicate appointments for review of pensions, investments and life cover.

Sales advisor

Holiday Hypermarket
Telford
02.2001 - 02.2004
  • My role incorporated all aspects of sales and service within the travel industry from the initial sale of a holiday, collaborating to create and support customers dream break, to the administration element of the business. This includes distribution of tickets and foreign exchange transactions.

Education

GCSEs -

Abraham Darby
Telford,
09.1983 - 05.1988

Skills

  • Financial planning and budgeting
  • Regulatory compliance knowledge
  • Data analysis and reporting
  • Attention to detail
  • Effective communication skills
  • Team leadership and coaching
  • Community engagement commitment
  • Microsoft Office proficiency

References

Available upon request.

Hobbies and Interests

I am a long-standing resident of Telford with a deep-rooted connection to the local community. Outside of work, I enjoy spending time outdoors, particularly walking and gardening, as well as socialising with family and friends. I have a passion for travel and creating lasting memories, and I actively participate in local events. Where possible, I also enjoy giving back through community involvement and support initiatives.

Training

  • FCA / FOS Compliance & Conduct Risk Training
  • Financial Systems & Operations (Barclays internal)
  • Regular Audit & Operational Risk Briefings
  • NCFE Level 2 – Mental Health First Aid and Advocacy
  • NCFE Level 2 – Core counselling skills.
  • Currently undertaking an OU course in Business - Introduction to bookkeeping & accounting

Timeline

Advocacy Coordinator/Performance Manager

Barclays Bank
01.2014 - 07.2025

Branch Manager

Barclays Bank
12.2011 - 01.2014

Business Manager

Barclays Bank
11.2010 - 12.2011

Bank Manager

Barclays Bank
03.2007 - 11.2010

Personal Banker

Barclays Bank
02.2004 - 03.2007

Sales advisor

Holiday Hypermarket
02.2001 - 02.2004

GCSEs -

Abraham Darby
09.1983 - 05.1988

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Paula Mould