Glasgow-based finance broker First Vehicle Leasing has appointed Marcus Kelly to the newly-created position of head trainer as part of its investment to enhance customer service.
“I’m delighted to join First Vehicle Leasing with a remit to further develop its existing state-of-the-art customer service processes to ensure that each customer receives the same level of care and attention and that the firm is at all times fully compliant with Financial Conduct Authority (FCA) rules and regulations,” he said.
“Throughout my career, I have gained first-hand experience of hi-tech industries, which has allowed me to witness the speed at which businesses are using technology as a means to improve how customers interact and engage with them.
"I was particularly attracted to this position by the opportunity to apply Six Sigma to the rapidly-expanding car leasing sector.”
Six Sigma is a set of techniques and tools for process improvement that seeks to improve the quality of process outputs by identifying and removing the causes of errors and minimising variability in business processes.
Kelly has more than 15 years' experience in the contact centre industry for such as Teleperformance, Thus, Dell and ScottishPower.
Andy Bell, general manager at First Vehicle Leasing, said: “The creation of the head trainer position, to which Marcus has been appointed, signifies the investment we are committing as a firm to ensure that we are always fully compliant with the new regulations, which make it clear that it is the leasing company’s responsibility to check a customer’s income and expenditure prior to sending a leasing application to the funder and the funder’s responsibility to check it before accepting the customer for credit.”