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Qualified Integrative Counsellor with experience in voluntary placements at a bereavement agency and GP surgery. A wealth of experience coaching and leading people in a corporate setting.
South Way Surgery
Seeing a spectrum of clients with mild to severe depression, emotional abuse and anxiety. Liaising with mental health teams and GP when clients were at risk. Long term work of up to 2 years, seeing 3 clients each week.
Training & Competence Manager
Direct Line Group
• Sole responsibility for developing and delivering a two day leadership event to 60 people managers. Encompassing identifying personal leadership brand, managing emotions and who am I using the Johari window. Understand personality style factors and how reactions can impact others. Ending with a communication session that included pre framing to enable great conversations. The event was very well received and made immediate impact and improvement to leadership capability and performance.
• Successfully designed and delivered a new approach for writing to customers using modern, everyday language. Launched tone of voice principles and supporting training to 450 people. Achieving customer satisfaction and people efficiencies.
• Designed and implemented a Training and Competence framework that supported and monitored people capability. Elected spokesperson for presenting and discussing the framework with the financial services regulator. Received a Chief Executive award for my contribution and delivery to the business area.
Successfully completed intensive bereavement training to become part of a voluntary team of counsellors. Worked with clients who had suffered a loss/bereavement. Seeing up to 3 clients each week, with a mix of short to long term work of up to a year.
Customer Relations Manager
Direct Line Group
Led teams of consultants who handled all complaints including escalations to the Executive team and the Financial Ombudsman. Teams were based in seven locations across the south of England. Delivering outstanding service to customers, ensuring their complaints were resolved professionally, quickly and efficiently.
Customer Services Manager
Led large first response claims teams in a call centre environment. Successfully developed the department to increase its headcount from 80 to 150 people. Implemented specialist fast track induction training for student recruits. Pioneered new coaching model that supported people and performance development, in own team and across all national customer facing teams.
Qualifications and Professional Training
Qualifications & Certifications
CPCAB Level 4 Diploma Therapeutic Counselling
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