Review focus on

FOCUS ON REVIEW

W HAT DOES

REVIEW DO?

Denise Sweeney and Dan Burns manage a team of 13 colleagues, who complete a full review of customers circumstances via their income and expenditure. From this the team offer suitable advice around all products available to the customer.

The team will then advise the customer of the most suitable product for them.

THE REVIEW TEAM

AWARDS The team are consistently winning awards, from Wemi recieving his ABCD awards for the support he provides to the team, to Raimah and Sarah both recieving Thank you Friday awards for their dedication to their new role.

THE REVIEW CONTACT STRATEGY TRIAL The Review team recently completed a trial of a new contact strategy, whereby we sent out written communications notifying the customer that if we do not receive contact to complete a review, we may close their plan. The trial was focused on 600 customers who were due a review. We're delighted to announce that the trial was huge success. From these:

600 Customers

56% of these:

customers got in touch with us to complete a review.

THE

REVIEW SPOTLIGHT SARAH SHANNON Sarah started on the Review Team back in February and was previously part of the Welcome Team for around 2 years. Back on the Welcome Team Sarah would call a customer to complete a ?cuddle call?where Sarah would answer any questions the customer may

have and ensure that there was no missing information. Before Joining the team Sarah stated ?Before I came over to review I was nervous that the area is challenge one, but I?m really enjoying the complexity of the role.

JESSICA MATHER Jessica recently joined the company and has been on the Review Team since early March.

Prior to working here she completed IVA reviews at Money Advice Group. Jessica explained she adores the team and loves the unity the team has. ?I find the review role very challenging, the

calls are very in-depth and are highly monitored by compliance but the job is also very rewarding; the reviews consist of lots of rapport building, giving us a chance to get an insight into a clients situation on a personal level, ensuring the plan still suits their needs?

SARAH KITCHEN Sarah has been with the company for over 2 years now.

Sarah started out on the Welcome Team and recently joined the Review Team. Since moving over Sarah had this to say ?I have found the whole team to be very welcoming and

ED 2

NEED TO CONTACT REVIEW ?

the role is enjoyable. It can be challenging at times, especially with the calls being so lengthy, but knowing that we are helping our customers and doing the right thing for them also makes my role very rewarding"

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