1. Curriculum Vitae
Career Objective
To secure a progressive management role, contributing my initiative, drive, experience and skills
in a challenging and growing organisation.
Personal Profile
I am a highly motivated, enthusiastic, professional individual. Having been employed within the
Financial Services Field for 13 years, at Santander Group, and latterly at Post Office Ltd for the
past 8 years. I have extensive experience of managing and developing performance. I also have
excellent interpersonal and communication skills and work well within a pressured environment.
I adapt easily to change, transition, and the challenges of a busy working environment.
Contact Centre Manager, Post Office Ltd April 2014-Present.
My current role is managing the Post Office external contact centre covering multi sites across
the North West.
Responsible for maintaining and developing key relationships with internal and external
stakeholders, satisfying customer expectation, particularly during market liberalization-keeping
them appraised of changes, offering solutions and ideas.
Coaching and supporting and providing daily feedback to colleagues on their performance.
Performance development and improvement –including performance improvement plans,
process and probation reviews. Identifying appropriate training for colleagues designed to assist
and support both individual and team growth.
Communicating and implementing customer service policies and procedures.
Maintaining regular formal and informal meetings with teams, and meeting trade union
representatives and managers within a formal environment.
Disciplinary –support with investigations, outcome correspondence, arranging panels for
hearings and adherence to legal obligations and timelines. I hear grievances for other managers
in surrounding areas, chairing disciplinaries, adherence to legal obligations and timelines, I hear
grievances for other managers in surrounding areas- completing investigations, gathering witness
statements and assisting in mediation and facilitation.
Managing employee relations including absence, TUPE, disciplinaries, Union relations, flexible
working and grievances. Health and Safety reviews completed in line with current legislation.
Sick absence management –short term and high frequency and long term absence (liaising with
occupational health, setting adjustments, conducting (return to work interviews, incapacity and
exit).
Providing Real Time Support to advisors for queries and problems relating to product and
systems, and also taking ownership of escalated and/or difficult calls from customers to resolve
issues.
Branch Manager, Post Office Ltd –Prescot, Huyton, Old Swan, Kirkby, Breck Road (Anfield),
& Corn Exchange, Liverpool. (December 2008-April2014)
I have successfully managed, the above branches, over a six year period, increasing productivity,

2. through the implementation of a newly introduced sales model.
This achievement was above expectation, and the following branches of Prescot and Kirkby had
achieved Top status as product leaders for Bureau De Change, for Prescot (highest performing
branch achieving target) in 2009, and Kirkby (highest performing branch achieving telephony
and Broadband sales, during 2012.
Key Achievements
1 Achieved 70% uplift of Sales above target for the last 1st
, 12-month interim through
intensive coaching, daily distribution of MI and statistics, and successful implementation
of a new sales model within the Crown Network, at Prescot office.
2 Lead a number of successful campaigns, focussing on Life Products.Credit Cards and
Savings and Investments, among other products. This ensured a 123% uplift, above
target, in volume of products, and secured my branches status, as one of the top branches
within the area.
3 Consistently exceeded service record and customer satisfaction score, for surveys
throughout each quarter.
4 Leading from the front to promote positive behaviours and lead by example, displaying
my own accountabilities.
5 Successful Implementation of a Local Pricing Scheme, for Bureau de Change in branch.
This ensured a 120% conversion of sales year to date, and provided the branch with a 2nd
place status as one of the best branches within the UK for this particular product.
Experience
December 2008-2014-Prescot, Huyton, Kirkby, Old Swan, Breck RoadAnfield, Corn
Exchange Liverpool.
Prescot Crown Office, is one of 167 Crown Offices, within the Royal Mail Group. A small
commercial branch, Prescot employs a staff of 11 customer service clerks, and 1 Financial
Services Specialist. The office promotes and sells a vast array of products, including travel
products, such as foreign currency, passports, travel insurance and Travel Money Cards,
Travellers cheques etc. Also we promote a large number of financial services products, ranging
from Business Insurance, Mortgages, Savings products, Life Insurance, Credit Cards etc.
Key Responsibilities
1 Lead a dedicated team of Counter Service Clerks and Financial Service Specialist to meet and
exceed Sales and Service Targets
2 Driving performance levels through KPIs, coaching and direct people management.
3 Implementing effective resource planning to ensure a high standard of efficiency and service
level are achieved, and targets met.
4 Sustaining and maintaining an intensive Sales Model as a form of change management, to
increase revenue and sales potential.
5 Effective performance management to ensure an acceptable level of performance is achieved,
development opportunities are recognised and also that any shortfalls are implemented and
addressed.

3. Experience
March 1997-November 2008
Abbey as part of the Banco Santander Group is categorized as one of the leading 10 Banks in the
world. The company has recently acquired Bradford & Bingley, and Alliance & Leicester within
their portfolio.
CONTACT CENTRE CUSTOMER RELATIONSHIP MANAGER
Key Responsibilities
1 Lead a dedicated team of Sales Advisors, to meet and exceed Sales Targets
2 Monitoring and driving performance through KPIs and direct people management.
3 Resource planning and staff utilisation to ensure Service level and efficiency are
maintained and call handling efficiencies are met.
4 Facilitate and Analyse statistics and MI to ensure performance levels are met and
shortfalls are addressed and improvements are implemented.
5 Implement and support recruitment process for prospective employees.
6 Fulfilment of role as a Campaign Manager, with extensive communication,
implementation of coaching, and to enhance and drive performance levels, as an
expectation of target setting and exceeding goals.
May 1995-Mar 1997 RETAIL MANAGER
THE FACTORY SHOP
Key Responsibilities
1 Management and co-ordination of of 17 sales staff
2 Merchandising of a vast range of products
3 Co-ordinating deliveries and stock control
4 Administration, through daily sales analysis and product targets
5 Resource planning
6 Co-ordination of recruitment and training to ensure efficiency and productivity
March 1991-May 1995 RETAIL MANAGER
GRAPHIC SHOES LTD
Key Responsibilities
1 Management and co-ordination of 6 sales staff
2 Merchandising of products
3 Co-ordinating deliveries and stock control
4 Administration through daily sales analysis and product targets
5 Resource planning
6 Co-ordination of recruitment and training to ensure efficiency and productivity

4. TRAINING AND DEVELOPMENT
Maximising Individual Excellence Coleman Woodhouse Associates 2006
Managing Absence & Disciplinary Abbey In House Training 2005
Managing Customer Advice Abbey In House Training 2004
Managing Underperformance Abbey In House Training 2003
Managing Diversity Abbey In House Training 2007
Health & Safety Awareness Abbey In House Training 2007
EDUCATION
JOHN MOORES UNIVERSITY 1995
Beginners Italian NVQ Pass & Distinction
HUGH BAIRD COLLEGE 1985-1986
Business Studies CPVE Pass & Distinction
HILLSIDE HIGH SCHOOL 1980-1985 O`Level
English Language D
English Literature D
Community Studies D
History D
DATE OF BIRTH
12th
March 1969
ADDRESS

5. 40 Oxford House
Fernhill Road
Bootle
Merseyside
L20 9JS
CONTACTS
Home: 0151 283 0628
Mobile: 0794 77 55 894
E-mail: johnnaylor989@gmail.com
REFEREES
Available on Request

6. 40 Oxford House
Fernhill Road
Bootle
Merseyside
L20 9JS
CONTACTS
Home: 0151 283 0628
Mobile: 0794 77 55 894
E-mail: johnnaylor989@gmail.com
REFEREES
Available on Request