Taunton, England, United Kingdom
I only recruit for the property maintenance sector, so Maintenance Trades people are all I deal with. I work specifically in the Somerset and Devon area – where Hays have been strongly represented for many years. This has allowed us to build an extensive network of local candidates, working with many of them on an exclusive basis. I pride myself on being honest, professional and straightforward to deal with at all times. I operate a face-to-face business, which means I personally meet every client that I place candidates with.
•Ensure you and your team apply internal and external procedures and regulations by adhering to Bank rules, procedures, policies, compliance and supporting with the completion of Branch Risk Checks. •Forecast resource requirements to manage and direct colleague resource to meet customer demand. •Oversee the daily operational and risk activities to deliver professional and efficient levels of service. •Lead, manage and develop your team to deliver service levels and activity standards, and supporting customers in Financial Difficulty, whilst role modelling and taking personal accountability for your individual objectives. •Champion Multi-Channel and personally role model behaviours consistent with Delivering Service Excellence by assisting customers to transact in the best and most appropriate channel for their individual circumstances. •Handle customer complaints professionally in line with the Group’s Complaints Handling Policy and that root cause is reviewed, resolved or escalated as appropriate. •Lead your team in delivering a risk framework that meets Customer Treatment Standards and delivers the right outcomes to comply with FCA rules and principles. •Demonstrate responsibility for completing the Branch Risk Checks, NPAs, Health and Safety, branch security and act as subject matter expert for internal and external compliance, procedures, policies, regulations and adherence to Bank rules. •Work as one team with your Banking Consultants, specialist/partner colleagues including Mortgages and Wealth, to provide a great customer experience.
•Responsible for the line management and development of Banking Consultants to consistently deliver exceptional customer experience. •Providing cover for the Branch Manager in their absence and undertaking regulatory supervision of the BC/CSCs in other branches within their LDG •Coach and champion collaborative working so that you and your team can actively respond to stated and unstated customer needs, creating a compelling and seamless environment where customers choose to do business with us. •Lead, manage and develop your team to individual activity standards, whilst meeting a broad range of customer needs and supporting customers in Financial Difficulty. •Build relationships with customers and where appropriate take personal accountability for your individual activity standards. •Handle customer complaints professionally in line with the Group’s Complaints Handling Policy and that root cause is reviewed, resolved or escalated as appropriate. •Lead your team in delivering a risk framework that meets Customer Treatment Standards and delivers the right outcomes to comply with FCA rules and principles. •Provide regular coaching, one-to-ones and Balanced Scorecard reviews, discussing performance against the ‘what’s’ and the ‘how’s’ to develop colleague skills/competence and build capability. Make sure colleagues know how they are performing by providing open and honest feedback. •Work as one team with specialist/partner colleagues including Mortgages and Wealth, to provide an excellent customer experience and meet a broad range of customer needs. •Ensure you and your team apply internal and external procedures and regulations by adhering to Bank rules, procedures, policies, compliance and supporting with the completion of Branch Risk Checks.
•Show genuine interest and deliver a great customer experience, helping to make customers better off by actively meeting customers’ stated and unstated needs. •Support the Branch Manager to achieve the branch Customer Plan by taking ownership of individual activity and minimum competency standards. •Work collaboratively with your specialist/partner colleagues making referrals where appropriate to help meet the current and future needs of customers. •Consistently deliver the right customer outcomes. Always complying with the risk requirements and standards of the role. •Engage with customers in the Banking Hall demonstrating behaviours consistent with Delivering Service Excellence. •Actively educate and assist customers to transact in the best and most appropriate channel for their individual circumstances. •Support customers in financial difficulty, helping to identify and take action on potential triggers where appropriate. •Handle customer complaints professionally, providing seamless handovers to an accredited complaint handler where required in line with the Group’s Complaints Handling Policy. •Comply with Customer Treatment Standards, FCA rules and principles to deliver the right outcomes for customers. •Fulfil your requirements under the Training and Competence scheme. Take ownership of personal activities and development to ensure you have the appropriate skills to remain competent and accredited to undertake your role. •Work as one team with your specialist/partner colleagues including Mortgages and Wealth to provide a great customer experience and meet a broad range of customer needs •Share your expertise by delivering ‘in the moment’ coaching to your Customer Adviser and Customer Service Consultant colleagues.