Graham Watson turned around a challenged Claims area. He reduced customer turnaround times by 80%. He improved service levels and reduced complaints by introducing workflow mapping, structured data, and better planning. These changes transformed the team’s work and created lasting benefits.

Emma Robinson fixed TSB’s Power of Attorney process. She improved training, enhanced the PowerApp, and simplified customer guidance. The rejection rate fell from 30% to 11%, complaints dropped by 30%, and £132,000 was saved. Customers got faster support, and staff felt more confident.

Darren Harvey improved workforce management for a major utility client. He created a real-time data tracker, reducing abandonment rates and improving response times. His proactive approach ensured consistent service levels across multiple business lines. His work brought structure, clarity, and measurable results.

Cheryl Whitfield developed Clive, an onboarding chatbot. Clive handled over 4,300 interactions in 11 weeks, helping new agents settle in quickly. He reduced managers’ workloads, improved information access, and boosted agent confidence. Cheryl’s work showed how simple automation can make a big impact.

Berengere Drevet tackled data misalignment between eBay and an external partner. She fixed reporting issues, improved data sharing, and streamlined planning processes. By asking the right questions, she eliminated confusion and helped teams focus on making better decisions.

When TSB restructured, the Planning Team had just five weeks to make it work. They mapped out new shifts, forecasted staffing needs, and ensured a smooth transition. The result? No forced redundancies, better efficiency, and a more flexible workforce. Their quick thinking kept the business running without a hitch.