Mitchell Dawe
Contact Team Lead @Triodos Bank
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WORK HISTORY
Contact Team Lead @Triodos Bank
Bristol, GB
Key Responsibilities- Lead Contact Team co-workers to achieve agreed targets and high quality of customer service- Monitor team performance on customer contacts throughout the working day and take appropriate action to maximize performance against service level delivery- Identify trends and potential challenges to service delivery and engage with stakeholders to escalate issues and drive solutions- Act as a focal point for Continuous Improvement activities and proactively seek and promote the adoption of continual improvement measures and best practices within the team- Work closely with the Quality Assurance Manager to deliver high quality service and ensure compliance with the Training & Competency framework- Provide effective resource planning and work allocation in line with demand to enable the team to maximise their performance- Support creation/maintenance of a positive culture of engagement in line with the Bank’s mission and values to create a positive working environment and highly motivated customer focused team- Ensure effective documented training and bespoke coaching plans for new and existing co-workers- Comply with all regulatory obligations and internal governance to help ensure ethical behaviour, working to deliver good customer outcomes and avoiding foreseeable harm in line with Triodos’ practice of putting customers at the heart of what we do.
EDUCATION
Backwell School
GCSE
Backwell School
A-Level, Media Studies, Design & Technology and Business Studies
ABOUT MITCHELL DAWE
I am a highly experienced team leader who has worked hard to develop core strengths but to also identify improvement areas. These acquired skills have helped guide me to success with large projects such as implementing and delivering on a change of service proposition. I always work best when out of my comfort zone and act quickly to expand my overall comfort circle, such examples include public speaking or taking on a task that is not usually my skillset. With 10 years’ experience of working in customer facing environments, I have found that the customer should always be at the heart of any decision. In my current role, I am responsible for around eight to ten team members to deliver consistent value to customers. On a personal level, I have a passion for development and would like to work my way towards a organisation development kind of role.
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