Analyst / Coach of the Year & Rising Stars

Our Rising Stars are individuals who are delivering a big difference within their business whilst still developing their own careers. Our Coach of the Year is someone who embodies the values and passion of their business.

Clare Kettle was a front line advisor for RS Components for 8 years before moving on to become an accredited trainer for the Mary Gober training programme; developing the RS advisors existing skill-sets and giving them new tools & techniques. This was rolled out to customer services, accounts and HR departments. Now Clare is part of the Quality and Customer Experience team where she coaches all new agents and trains the bespoke ‘Value of Service’ soft-skill programme. Clare loves her job and has come a long way from starting in the warehouse. Coaching is her passion and this gives her immense job satisfaction, becoming Coach of the Year 2017 has given her so much more confidence and belief in herself, her motto is now “believe in yourself as much as others believe in you”.

Tom Cleaver has worked at Policy Expert for almost five years and has progressed from Customer Relations Expert to Quality Manager. He is responsible for the contact centres Quality Monitoring Processes and ensuring it is implemented correctly. Tom also reports any quality highlights or issues into senior management and analyses trends found within the calls marked to provide insight; all in an effort to be proactive in improving Policy Expert’s Quality and Customer Experience scores.In 2016, Tom overhauled the Quality Process to take the next step in improving the customer journey and reducing the number of errors that occurred. This has allowed him to strengthen the business profile in Customer Experience and also reverse the Quality Team’s negative engagement within the company. They are now seen as an integral part of Policy Expert’s customer support services.

Charles Brumfield joined the Quality and Competency team at Leeds Building Society in mid-2016. He is responsible for monitoring the advice of mortgage consultants and mortgage assistants to ensure a high quality of communications with customers in a heavily regulated environment. He is most passionate about coaching and developing the skills of advisors to deliver clear and measurable improvements to both individual and team performance. Charles’ key focus in his first year at Leeds Building Society was to drive improvements in the competency of the mortgage assistants; implementing a series of changes that resulted in a significant increase in the quality of calls and positive customer outcomes.”