Shaune Findlay
About Shaune Findlay
Shaune Findlay is a Call Coach Team Manager with extensive experience in customer service and coaching roles. He has been with Nationwide Building Society since 2018, leading a team that empowers new starters and ensures quality customer service.
Current Role at Nationwide Building Society
Shaune Findlay serves as the Call Coach Team Manager at Nationwide Building Society, a position held since 2018. In this role, he leads a team dedicated to coaching and empowering new starters, ensuring they are equipped with the necessary skills to provide effective customer service. His focus includes supporting the contact centre in managing complex and compliance-related queries, thereby enhancing the overall service delivery.
Previous Experience in Customer Service
Prior to his current role, Shaune Findlay accumulated extensive experience in customer service. He worked as a Customer Service Team Manager from 2013 to 2018, where he managed teams and improved service processes. His earlier roles include serving as a Senior Advisor from 2011 to 2012 and as a Customer Service Consultant from 2010 to 2012, which provided him with a solid foundation in customer interactions and service excellence.
Coaching and Training Background
Shaune Findlay's coaching career began with his role as a New Starter Coach for six months in 2012. This experience laid the groundwork for his current responsibilities in coaching new employees. Additionally, he served as a Direct Assessor from 2016 to 2017, further enhancing his skills in training and assessment within the customer service sector.
Educational Background
Shaune Findlay studied at Kingsthorpe College, where he gained foundational knowledge that supports his career in customer service and coaching. His education has contributed to his ability to lead teams effectively and ensure high standards of service delivery.
Commitment to Fair Customer Outcomes
In his professional capacity, Shaune Findlay emphasizes the importance of ensuring fair outcomes for members. He focuses on delivering consistent and outstanding customer service, which is vital for maintaining trust and satisfaction among Nationwide Building Society's clientele.