Angela Finlay
Head of Customer Service @Chemist4U
Signup · Get unlimited contacts
WORK HISTORY
Head of Customer Service @Chemist4U
SKILLS
ABOUT ANGELA FINLAY
A Customer Focused leader with over 25 years leadership across customer-facing roles, including the financial sector. Demonstrates commitment to continuous improvement, analytical skills for strategy development, and expertise in complaint handling per Consumer Duty principles. Through highly engaged and motivated teams achieves strategic goals effectively. A keen team player who prides themselves in high quality output whilst adding strategic value in any organisation.Through a customer focused lens, i translate end to end processes, build strong operational plans and deliver enhancements to customer experience.Expert in leadership, i coach leaders to excel in their field, leading cross sites, onsite, hybrid and home working teams.I support leaders in application of performance management principles, strategic vision and team work.Having a strong drive for continuous improvement, i use my experiences to identify and deliver process improvements to strengthen end to end processes.Highly analytical, my achievements span across multiple key indicators.I am very flexible and adapt my style to suit both operational and cross business support teams.Vastly experienced in the financial industry, including within Contact Centres, front and back office departments, ranging from 50 seat to circa unique career history includes leading multiple sets of teams to deliver exceptional service, including Group complaint handling, Operational performance, Performance reporting, Independent Quality Assurance, Governance, site level L&D, Telephony and back office Resource Planning, Customer wide change delivery and bespoke on site Facilities.Successful in management of 3rd party providers, supported by the ability to build and nurture key relationships with internal and external stakeholders.My core competencies include:Inspirational LeadershipPerformance ManagementDecision MakingExecutionStrategic VisionCommunicationRelationship ManagementProblem SolvingKey roles:Head of Contact CentreHead of Customer RelationsHead of ComplaintsHead of Customer ExperienceHead of Customer Service
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.