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Trish Phillipson

Quality And Training Operations Manager @ Nationwide Building Society

About Trish Phillipson

Trish Phillipson serves as the Quality and Training Operations Manager at Nationwide Building Society, where she has worked since 2013. She has extensive experience in managing complaints departments and call center environments, particularly within FCA and FOS frameworks.

Work at Nationwide Building Society

Trish Phillipson has been serving as the Quality and Training Operations Manager at Nationwide Building Society since 2013. In this role, she oversees quality assurance and training operations, contributing to the organization's commitment to service excellence. Prior to her current position, she worked in various capacities within the same institution, including managing PPI complaints teams from 2012 to 2013 and PPI complaints management from 2011 to 2012, both based in Northampton.

Education and Expertise

Trish Phillipson studied at The Open University, where she earned a Professional Certificate in Management and a Professional Diploma in Management. Additionally, she pursued a degree in American Studies. Her educational background supports her extensive experience in managing complaints departments and call center environments, particularly within the frameworks set by the FCA and FOS.

Background

Trish Phillipson's early education took place at the Convent of the Sacred Heart in Hammersmith, London. Her career has been characterized by a focus on quality management and training within financial services, particularly in high-profile complaints handling. She has developed a reputation for her common sense approach and flexible attitude in professional settings.

Achievements

Trish Phillipson possesses a strong track record in managing budgets and capacity planning, ensuring effective control over costs and resources. She has experience in setting and monitoring service level agreements (SLAs) and key performance indicators (KPIs), which are essential for identifying trends in performance development. Her interpersonal and communication skills have been instrumental in achieving business objectives.