Matthew Ruck
About Matthew Ruck
Matthew Ruck is a Business Onboarding Team Manager at Starling Bank, with over 20 years of experience in customer service and contact center management, primarily at NatWest. He specializes in team development and continuous improvement through data analysis.
Current Role at Starling Bank
Matthew Ruck serves as the Business Onboarding Team Manager at Starling Bank. He has held this position since 2020 and has contributed to the development and management of onboarding processes for business clients. His role focuses on ensuring a seamless customer experience during the onboarding phase, leveraging his extensive background in customer service and team management.
Experience at NatWest
Matthew Ruck has a significant history with NatWest, where he worked for over 17 years in various roles. He began as a Customer Advisor from 1999 to 2001, then progressed to Skills Trainer from 2001 to 2003. He continued to advance within the organization, serving as Team Manager from 2003 to 2005, Customer Service Manager from 2005 to 2006, Sales Coach from 2006 to 2007, and finally as Team Manager again from 2007 to 2019. His diverse roles contributed to his comprehensive understanding of customer service and team dynamics.
Education and Qualifications
Matthew Ruck studied at Solent University, where he earned a Bachelor of Arts (BA) degree in Sports and Business in 1996. His educational background has provided him with a foundation in both sports and business principles, which he has applied throughout his career in customer service and team management.
Skills and Expertise
Matthew Ruck possesses over 20 years of experience in customer service, sales, and contact centre management. He has extensive expertise in managing HR, resource planning, learning and development, and workload management within contact centres. His proactive approach to continuous improvement is supported by data analysis and information sources, enabling him to enhance team performance and customer satisfaction.
Team Leadership and Development
Throughout his career, Matthew Ruck has successfully led various teams, including inbound and outbound advisors, back office and processing teams, trainers, and complaint handlers. He focuses on building and developing exceptional teams that prioritize customer-centric service. His leadership style emphasizes collaboration and effectiveness in achieving organizational goals.