Sheena Jacobs
About Sheena Jacobs
Sheena Jacobs is a Mortgage Representative Team Manager at Nationwide Building Society in Northampton, UK, where she has worked since 2017. With a background in tourism and travel services management, she has extensive experience in customer retention and compliance within regulated environments.
Work at Nationwide Building Society
Sheena Jacobs has been employed at Nationwide Building Society since 2013, serving as a Mortgage Representative Team Manager. In this role, she has accumulated over 11 years of experience in the mortgage sector. Sheena has been instrumental in managing a team in Northampton, United Kingdom, focusing on delivering fair customer outcomes and ensuring compliance with relevant regulations. Her responsibilities include overseeing performance in a fast-paced inbound contact center environment, where she emphasizes customer retention and satisfaction.
Education and Expertise
Sheena Jacobs studied at Loughborough Open University, where she pursued a degree in Tourism and Travel Services Management, achieving NVQ levels 2 and 3. Additionally, she attended Weavers School from 1987 to 1992. Her educational background supports her expertise in customer service and management within regulated sectors. Sheena specializes in compliance and risk management, ensuring adherence to FCA regulations while driving performance in her roles.
Background in Customer Service Management
Before joining Nationwide Building Society, Sheena Jacobs held several managerial positions in customer service. She worked as a Branch Manager at Going Places Ltd from 2005 to 2007, where she gained valuable experience in team leadership. Following that, she served as a Customer Retentions Manager at TalkTalk from 2007 to 2012, focusing on customer retention strategies and reducing churn. This background has equipped her with extensive skills in managing performance in inbound and outbound call center environments.
Achievements in Compliance and Performance Management
Sheena Jacobs is recognized for her strong skills in ongoing compliance and risk management within the financial services sector. She has over six years of experience managing teams in call center environments, with a focus on customer retention and performance against commercial objectives. Her expertise includes implementing sales and retention strategies while ensuring compliance with OFCOM regulations, contributing to the overall success of her teams and organizations.