Sally Rice

Customer First Team Manager @Cross Keys Homes

Peterborough, GB

Motivated and developed teams to exceed service standards and kpi’s • Manage the complaints process for the company • Introduced new ways of communicating at all levels • Introduced reward and recgonition • Produced a skills gap analysis then a development programme for department and individuals • Staff wellbeing and mindset • Encouraged a positive attitude and an enviroment in which people want to be • Set up new daily / monthly MI which is constantly reviewed to look at further oppurtunities for improvement • First contact resolution • Charity work and events to support the homeless • Project management reduced debt by 80% • Introduction of call excellence guidelines