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FVL to enhance customer service under new head trainer role

An experienced, results driven operations manager with over 15 years’ experience in the contact centre industry for such blue-chip organisations as Teleperformance, Thus, Dell and ScottishPower, Kelly brings a track record of improving performance at an individual, team and department level by encouraging people to realise their full potential. 

“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,” said Kelly.

“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.”

Kelly added that he was particularly attracted to this position by the opportunity to apply the Six Sigma set of techniques and tools for process improvement to the rapidly expanding car leasing sector.

Welcoming Kelly to the firm, 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.”

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.