George Frater
Member Service Manager @Scotwest Credit Union
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WORK HISTORY
Member Service Manager @Scotwest Credit Union
Glasgow, GB
Thrilled to share that I’ve joined Scotwest Credit Union as the Member Service Manager! In this role, I’ll be leading the Member Service team to deliver exceptional support across telephony, lending, and administration, reporting directly to the COO. I’m excited to champion a member-first approach, drive operational excellence, and foster a collaborative, inclusive team culture.What I’ll Be Doing:Leading high-quality member service delivery to ensure outstanding experiences.Overseeing contact centre operations, lending processes, and complex escalations.Coaching and mentoring Team Leaders to support their growth and performance.Collaborating on innovative projects to enhance member satisfaction and streamline operations.Ensuring compliance with data protection, anti-money laundering, and FCA regulations.I’m honored to join Scotwest and contribute to its mission of putting members first. Ready to make a positive impact!#NewJob #MemberService #CreditUnion #Leadership #Scotwest
EDUCATION
The Open University
Bachelor's Degree, Business and Psychology
Damelin
Matriculation, Secondary Education and Teaching
SKILLS
ABOUT GEORGE FRATER
I’m a passionate Contact Centre Leader with over 15 years of experience inspiring teams of 80-150 to deliver exceptional customer experiences and operational excellence. My leadership philosophy centres on empowering people, fostering a customer-first culture, and driving results that matter, embodying Think customer and Work together. At ProblemShared, I led a remote team of 15+ to achieve SLA compliance and boost CSAT scores. I\'ve consistently surpassed targets by leveraging data-driven insights and coaching leaders, reflecting Own it accountability.My strength lies in transforming operations through strategic vision and hands-on leadership. At Sensée, I managed 80+ advisors and 6 leaders, implementing KPI dashboards and cross-training programs to enhance efficiency and compliance, aligning with Do the right thing. I thrive on building trusted stakeholder relationships, streamlining processes, and mentoring talent to unlock their potential. Whether leading digital transformations or onboarding partners, I’m driven by Bring all of yourself to create sustainable, impactful outcomes.Beyond the workplace, I lead with empathy as President and youth coach at my local rugby club, mentoring young players and fostering team spirit. My five years as Treasurer for a social club honed my ability to manage resources and unite communities, mirroring the collaborative spirit I bring to operations. I’m always learning through reading and audiobooks to fuel innovation and growth.Let’s connect to explore how I can drive customer service excellence, inspire teams, and deliver results that align with your vision!
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