Laura Clarke
Assistant Team Manager @Quilter
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WORK HISTORY
Assistant Team Manager @Quilter
Provide support to team members to understand their goals and development-Provide weekly coaching sessions to new starters so they become confident with in their role-HR duties such as formal meetings based on capability-Deliver all feedback to agents, set targets and complete 121s-Take escalated calls- when a customer requests to speak to a manager I will take the call, investigate the query and come up with the best resolution for the customer-Manage Continuous Improvement for the customer service centre. This includes promoting a ‘continuous improvement’ ethos around the office. Triaging and implimenting ideas-Outbound Manager- manage a team who complete daily outbound calls requested by customers that often need urgent investigation.The role of an assistant team manager is to support the team whilst delivering and representing Quilter. Morale has to be up kept to ensure the agents are supported and performing as expected. Customers are the highest priority so ensuring they are receiving the best possible service through our agents and escalations is vital. Whilst working in this role I have achieve a Distinction in Level Three Future Talent Team Leader Apprentiship.(November 2023)
EDUCATION
Solent University
Bachelor of Arts - BA, Marketing
ABOUT LAURA CLARKE
Assistant Team Manager at Quilter and part time Speed Dating Host at Slow Dating Limited.
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