2009 Award Finalists
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FINALIST: Businesses
with more than 250 employees Cathy Davies, Corporate Service Manager, Legal & General |
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| Legal & General is one of the UK's largest companies and is responsible for investing over £304 billion worldwide (as at 30 June 2008) on behalf of investors, policyholders and institutions. It has over 5.8 million customers and nearly 8,000 staff.
An inspiring team leader who puts her team first, with the belief that exceptional results will follow from a team that feels informed, supported and encouraged. Cathy’s achievements include a reduction in complaints of 46%, a 97% customer rating of very good or excellent for a new phone team she developed, and a saving of £1.5 million thanks to her initiative to consolidate projects. She has done this not by herself, but by inspiring her team to achieve exceptional results. She instils a sense of pride in the team, and always takes time to reward achievement, whether through formal acknowledgement or a warm thank you. Cathy has encouraged her team to put the customer at the heart of their work, find out what they think and adapt to meet their expectations. As well as her day-to-day responsibilities, in her own time she is an assessor for the Institute of Customer Services, helping others achieve professional qualifications, and set up a Staff Morale Team, through which she has organised staff events and raised thousands of pounds for local charities. Her team not only look up to and respect her, but also view her as a friend. The incredibly warm praise from them is testament to the difference she makes to their working lives. |
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