Principle Office

Portland House, New Bridge Street

Newcastle upon Tyne


Tel: +44 (0) 191 244 2000

One of my key objectives involved the creation of a ‘sales focused’ approach to customer service, whether that be a branch or contact centre environment. The Achieving Success in Sales (ASIS), program became the corner stone of customer interaction within the society allowing protection, retirement, investment and mortgage products to increase in sales. This became know as the PRIM Model with ASIS.

The creation of the Achieving Management Excellence program, known as AMEX, ensured the society created a foundation for all managers to understand the expectations of leadership. Pre course material included psychometric profiling using SHL material (OPQ32i & PD360) and specific departmental exercises; following the actual course, post course coaching ensured managers lived the values.

Training & Development

Used SHL’s OPQ32 and PD360 within management development programs


Psychometric Profiling

Ensured the society achieved the new standard of Investors in People (IIP), and became the first company in the North East to reach this new standard.


Investors in People

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Responsible for a coaching team that ensured mortgage and insurance staff operated within the Financial Services Authority (FSA) guidelines.



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