- Health and Nutrition
- Cooking
- Cross-fit
- travel
Rachel Yaxley
Norwich,Norfolk
Summary
Dynamic Motor HUB Team Leader with expertise in driving team performance and enhancing customer service delivery. Implements metrics-driven strategies to identify improvement areas, fostering accountability and growth through regular one-to-one meetings. Collaborates with stakeholders to streamline customer journeys, reducing failure demand and improving overall service quality.
Overview
29
29
years of professional experience
Work History
Motor HUB team leader
Aviva
Norwich, Norfolk
04.2025 - Current
- Leading a team of ACE and step 4 level Motor Insurance HUB experts that offer support for a range of customer-facing motor agents via live chat focusing on multiple brands including Aviva Signature, Aviva Zero, Aviva insurance, Quote me happy and General accident.
- Monitored team performance using metrics and auditing, identified areas for improvement and development.
- Held monthly 121 meetings with team to discuss performance and progression opportunities aligned with pay progression framework. Provided plans and encouraged accountability.
- Liaising with stakeholders to implement improvements to call guides and customer journeys to reduce failure.
- Collaborated with Hubleads and stakeholders to manage mailbox for failure demand from customer journeys and high-profile complaints. Identified issues in these journeys and recognised opportunities for improvement.
- Checking service schedules to ensure that there are enough resources to cover the demand levels during business hours, allocating resource to pick up administrative tasks.
Customer Service Team Leader
Aviva Insurance Ltd
Norwich, Norfolk
07.2022 - 04.2025
- Leading different teams of telephone customer-facing motor agents across Aviva Signature home and motor insurance.
- Monitored team performance using metrics and audits, identified areas for improvement while ensuring compliance with FCA guidelines.
- Held monthly 121 meetings with team members to discuss performance and opportunities for progression aligned with pay framework or other interests, providing plans and encouraging accountability.
- Managed mass recruitment campaign, liaised with stakeholders to negotiate timeframes and deadlines.
Motor insurance customer expert
Aviva Insurance Ltd
Norwich, Norfolk
04.2015 - 07.2022
- Supporting customer journeys for our Signature home and motor insurance customers via telephone and email channels, promoting the use of the MyAviva online portal and guiding through where relevant.
- Maintained compliance with FCA guidelines to uphold regulatory standards.
- Meeting my performance and productivity metrics around handling time and cross-selling working up the pay progression framework to step 4
- Covered team leader responsibilities during their annual leave to maintain workflow.
- Supporting the capability and training team with Insurance product training to those that are being upskilled from Motor to Home insurance.
- Documented interview proceedings to support the recruitment team's decision-making process.
Telesales fundraiser
Insight CCI Ltd
Norwich, Norfolk
10.2014 - 04.2015
- Supported various national fundraising campaigns, engaging with donors, community members and industry leaders to secure support in the form of a weekly lottery or donations via telephone.
Production worker
Bernard Matthews
Halesworth, Suffolk
09.2013 - 10.2014
- Assisted in the packing of products by applying wrapping and labels before dispatch.
- Kept work area clean and organised, promoting a safe and efficient working environment.
- Thoroughly checked products for quality, batch coding and use-by dates.
- Checked item quality throughout production stages to prevent errors.
- Trained new staff on operating procedures, safety regulations, and quality standards.
- Assessed products against quality assurance specifications to maintain high product standards.
Front of House Team Member
Marston's
Lowestoft, Suffolk
09.2012 - 09.2013
- Supported team members during rush hours, demonstrating flexibility and teamwork in a fast-paced environment.
- Provided warm, friendly welcome to visitors, maintaining an excellent first impression.
- Processed payments accurately, handling cash, card transactions, and splitting bills as requested by customers.
- Maintained cleanliness and organisation in dining and service areas, adhering to health and safety regulations.
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Handled customer enquiries and complaints with empathy and professionalism, resolving issues promptly.
Production Worker
Bernard Matthews
Halesworth, Suffolk
09.1997 - 09.2012
- Assisted in the packing of products by applying wrapping and labels before dispatch.
- Kept work area clean and organised, promoting a safe and efficient working environment.
- Thoroughly checked products for quality, batch coding and use-by dates.
- Checked item quality throughout production stages to prevent errors.
- Trained new staff on operating procedures, safety regulations, and quality standards.
- Assessed products against quality assurance specifications to maintain high product standards.
Education
NVQ Level 2 - Hairdressing
Lowestoft college
Lowestoft01-2012
NVQ Level 2 - Beauty Therapy Level 2
Lowestoft College
Lowestoft01-1997
NVQ Level 2 - Business Administration
Great Yarmouth College of further education
Great Yarmouth, NFK01-1996
GCSEs - Sociology
East Norfolk Sixth Form College
Gorleston-on-Sea, NFK01-1993
GCSEs - Human Biology
East Norfolk Sixth Form College
Gorleston-on-Sea, NFK01-1993
A-Levels - Art and Design
East Norfolk Sixth Form College
Gorleston-on-Sea, NFK01-1993
GCSEs - High School
Oriel High school
Gorleston-on-Sea, NFK01-1992
Skills
- Team leadership
- Performance monitoring
- Resource allocation
- Stakeholder collaboration
- Customer journey improvement
- Training and Development
- Team development strategies
- Compliance adherence
Interests
Timeline
Motor HUB team leader
Aviva
04.2025 - Current
Customer Service Team Leader
Aviva Insurance Ltd
07.2022 - 04.2025
Motor insurance customer expert
Aviva Insurance Ltd
04.2015 - 07.2022
Telesales fundraiser
Insight CCI Ltd
10.2014 - 04.2015
Production worker
Bernard Matthews
09.2013 - 10.2014
Front of House Team Member
Marston's
09.2012 - 09.2013
Production Worker
Bernard Matthews
09.1997 - 09.2012
NVQ Level 2 - Hairdressing
Lowestoft college
NVQ Level 2 - Beauty Therapy Level 2
Lowestoft College
NVQ Level 2 - Business Administration
Great Yarmouth College of further education
GCSEs - Sociology
East Norfolk Sixth Form College
GCSEs - Human Biology
East Norfolk Sixth Form College
A-Levels - Art and Design
East Norfolk Sixth Form College
GCSEs - High School
Oriel High school