Trevor Cobb has over 30 years of experience in compliance, customer service, and project management roles in the insurance, retail, and banking industries. He is skilled in reviewing financial promotions, developing regulatory processes and guidelines, and improving customer experiences. Recent roles include Regulatory Policy & Development Executive at Bupa Health & Wellbeing where he reviewed financial promotions for compliance and introduced new guidelines.

1. Trevor Cobb
30 Tiffany Close, Wokingham, Berkshire, RG41 3BN
Telephone: 07443 433679; Email: tbcobb@virginmedia.com
Profile
Experienced and highly organised with a compliance and customer service background
within insurance, retail and banking. Very strong at reviewing financial promotions and
developing processes and guidelines to manage regulatory risks. Accomplished in
leading and directing projects to enable sustained improvements.
Key skills
• Positive and tenacious with excellent written and verbal communication skills.
• Building strong business relationships and negotiating service level agreements.
• Reviewing processes and making changes to improve the customer experience.
• Managing complaints in accordance with regulatory guidelines and Treating
Customers Fairly (TCF) principals, and using root cause analysis to drive changes.
• Motivating, focusing and supporting colleagues through regular and innovative
meetings, one to ones, personal development plans and reviews.
Achievements
• Reviewed governance and standards for financial promotions and other external
communications, and introduced new processes and practices (including levelling
sessions, peer to peer reviews, competency requirements and approval processes)
enabling compliance with internal standards, Advertising Standards Authority and
Financial Conduct Authority guidelines.
• Published comprehensive financial promotion standard guidelines (60 page booklet)
providing clear criteria for promotional communications and other external
communications, driving greater consistency and reducing regulatory risks.
Supported implementation by individual and group training groups and coaching.
• Delivered business assurance and compliance monitoring plan including Complaints
Handling, One Stage Complaints Process and Web Sales review, to agreed
timescales and quality standards. Planned and carried out reviews, producing terms
of reference, work programmes and final reports, and liaising with stakeholders to
drive change and ensure compliance with regulatory requirements.
• Ensured effective risk identification and management and compliance with Financial
Service Authority requirements through initiatives including reviewing call scripts and
quality audits and developing management information and trend analysis. Cases of
communication and unsuitable advice reduced by over 80% in one year.
• Embedded Winning Behaviours by designing and implementing a reward and
recognition scheme involving quarterly team building days, instant rewards and
quarterly performance-based excellence payments. Staff feedback questionnaire
results significantly improved in all areas of management performance.
• Completed review of executive correspondence for CEO of Sainsbury’s to ensure all
contacts received a timely, high quality response and were considered an
opportunity to drive change. New structure, strategies and service levels introduced,
leading to improved efficiency (from 64% to 90% resolved within 14 days.)
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2. 2009 – present day – Bupa Health & Wellbeing, Staines
July 2012 – present day – Regulatory Policy & Development Executive, Assurance,
Risk & Compliance
• Reviewed and “signed off” Financial Promotions ensuring all marketing and
promotional materials were fully compliant with Financial Conduct Authority, ASA
and company standards.
• Developed and introduced Financial Promotion Guidelines to support the completion
and review of Financial Promotions and other marketing materials. Led training
sessions with Marketing and key stakeholders to ensure standards fully embedded.
• Introduced Levelling sessions and Peer to Peer reviews to ensure consistency and
quality of responses maintained and lessons shared.
October 2011 – July 2012 – Business Assurance & Compliance Analyst
• Completed independent reviews to ensure robust systems of control were in place
across the business that complied with internal policies and external regulations.
July 2009 – October 2011 – Quality Manager, Quality & Compliance
• Developed a team of to ensure B2C and B2B private medical insurance sales and
retention calls and other activities were of a high quality and compliant with Financial
Service Authority and Insurance Conduct of Business requirements.
• From November 2010 additional responsibilities to manage department (based in
Staines and Salford Quays) through 3 line managers
2001 – 2008 - Sainsbury’s Supermarkets Ltd, Store Support Centre, Holborn
2003-2008 - Executive Customer Service Manager
• Managed a contact centre (15 FTE) set up to resolve high impact and escalated
complaints. Directed projects and activities to improve customer loyalty. Led,
developed and motivated customer managers and product quality experts to ensure
key performance indicators were exceeded. Managed the relationship with CEO.
2001-2003 – Customer Service Manager (Product)
• Led specialist teams that investigated and resolved customer product complaints.
1977-2001 - The Co-operative Bank
1988-2001 – Project Manager, Manchester
• Directed projects in Self Service and Compliance and managed key supplier
relationships.
1997-1998 - National Customer Care Manager
• Managed complaints, key projects and was sole point of contact with the
Ombudsman.
1991-1997 - Branch Manager, Reading
• Exceeded sales objectives while maintaining customer service standards.
Qualifications
• Chartered Institute of Marketing (CIM) - Marketing Customer Interface and
Management Information for Marketing Decisions
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3. • Associate of Institute of Bankers (ACIB) – 19th
nationally in Order of Merit, Distinction
in Law
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