Tracy Van Mook

• Lead, coach and develop a multi‑site retail team within a fast‑paced, customer‑focused environment. Predominately aged between 18-25yrs old
• Identify performance trends, provide structured feedback and implement development actions to improve results.
• Support individuals through regular reviews, setting clear objectives via PDPs and monitoring progress against KPIs.
• Drive engagement, motivation and accountability through inclusive leadership and collaborative working.
• Ensure compliance with policies, procedures and safeguarding/Prevent duty standards while delivering excellent learner‑style support to team members.

• Led branch teams within a regulated financial services environment, with full accountability for performance, compliance and people development.
• Conducted structured client appointments to identify customer needs across home insurance, life insurance and funeral plan insurance on a non-advised basis, ensuring compliance with regulatory standards.
• Supported customers through estate planning and administration discussions, including Funeral Plan Insurance, POAs, will writing, signposting, documentation awareness and next-step guidance.
• Provided bereavement support, including sensitive customer conversations, death registration guidance, and practical support during emotionally challenging circumstances.
• Initiated and supported funeral plan insurance journeys, ensuring customers' wishes were clearly understood and appropriately actioned.
• Applied a robust, ethical interview process: building rapport, exploring needs through effective questioning, presenting suitable options, and enabling customers to make informed decisions without providing specific product advice.
• Delivered structured coaching programmes to develop colleagues' technical knowledge, customer skills and professional behaviours. Utilising STARR method, GROW model
• Conducted monthly performance and progress reviews, maintaining development plans(PDP) and competence records.
• Built trusted relationships with colleagues and customers through empathetic, jargon-free communication.
• Managed recruitment, onboarding and continuous development, ensuring individuals reached their full potential.

• Led and coached large teams across multiple branches (up to 45 employees), supporting consistent skills and behaviour standards.
• Conducted and quality-assured client appointments focused on identifying needs relating to home insurance, life insurance and funeral plan insurance, delivered on a non-advised basis. Together with referrals for advised products such as critical illness insurance, income protection insurance, whole of life insurance and investments.
• Demonstrated a strong understanding of the regulated customer interview process: engaging customers, exploring needs through effective questioning, presenting appropriate solutions and acting on customer wishes through appropriate product setup.
• Ensured colleagues followed ethical, compliant approaches by listening, guiding and informing rather than making specific product recommendations.
• Delivered high-quality feedback, capability assessments and individual development plans during major IT and operational change.
• Supported colleagues through challenging conversations with honesty, trust and respect.
• Improved performance by 33% year-on-year through engagement-focused leadership and learner-centric coaching.

Great Place to Work Lead (Regional)

• Led engagement and development across 33 branches within the network.

• Qualified NVQ Assessor supporting learners to achieve vocational qualifications.
• Planned, delivered and assessed training programmes aligned to occupational standards.
• Reviewed portfolios of evidence, provided feedback and guided learners to successful completion.
• Worked closely with line managers to support learner progress and competence.

• Managed client‑focused programmes, balancing multiple stakeholders, deadlines and quality outcomes.
• Built strong relationships through trust, attention to detail and clear communication.