Hannah Tattersall

Customer Service Manager - Fraud Customer Experience @Santander UK

Liverpool, GB

I provide effective management of all aspects within my Fraud business area and I provide supervision of 8 Team Leaders who I support on a day to day basis. I have been leading projects including the integration of Branch colleagues into Fraud where we have multiskilled them to effectively reduce AHT and wait times for our customers and this has helped our customer journey and allowed us to reach more customers quicker and ensure our staff are skilled to deal with their every need. My Role is vital in ensuring that customer account safety is at the heart of the business and protecting our customers from Fraud and Scams is crucial in every aspect of what i do. I am responsible for the effective planning and management of any business KPI’s and risk elements within my area and I work with other departments including Credit Cards, Core Retail, Card Alerts and Business banking to ensure knowledge and learnings are shared for the need of the customer and that data is analysed and action is taken to improve the end to end journey.