Melissa Collett's guest appearances

Melissa Collett

Marketing and Finance (MAF) Podcast

CII Radio

The Insurance Broker Podcast

Sian Fisher

Johnny Timpson

Nick Turner

Justin Ward

Chris Fox

Paul Smith

Emma Chapman

Inga Beale

Russ Roberts

Kevin Hancock

Ryan Hanley

Daniel Crosby

Tim Johnson

Kate Russell

Matt Hall

OwlTail

Stephen Ross

On today's episode, we’re talking about EATT – the Education and Training Trust that Chartered Insurance Institute have recently launched alongside The Insurance Charities. We’re chatting to previous podcast guest, Melissa Collett and Independent Trustee, Stephen Ross about how the new program can benefit insurance industry professionals.   LEARNING OBJECTIVES:  EATT has been set up to assist in advancing education and training of people have who work within the sector of insurance and allied occupations such as financial planning.    Teaming up with The Insurance Charities means that CII can help those that are struggling with financial hardship due to the impact of the pandemic within the industry.   The need for training and development has never been greater than this current time.   The importance of a grant making charity is to look after the assets and use them to benefit society and the beneficiaries.      BEST MOMENTS: ‘’…In response to COVID, the charity [EATT] decided they wanted to help those people within the profession who's suffering from financial hardship, in order for them to be able to pursue their studies, training and gain qualifications during this time. Particularly, we wanted to help those who may be redundant or on furlough and those who may be suffering business collapse, or who have a particular concern about their finances at this time due to the circumstances surrounding the pandemic.’’ ‘’We thought they would be the ideal partners for this project [The Insurance Charities] because not only would they be able to administer the grant that's been made for professionals suffering hardship because of COVID, but those people who need further assistance beyond the need for professional development and training, perhaps they have, you know, specific needs. ‘’…this kind of break that some of us have experienced is the perfect opportunity to re-skill and why is it important for the profession to do that? The ultimate aim is to improve outcomes for customers. That's the whole purpose of CII.’’ ‘’…the COVID-19 situation presented an opportunity to cut through all the formalities and processes that were embarked on now, to operationalise the charity and start making grants because, the problem came up, we have to find a solution quickly, we were able to do that, and we're able to make grants which was fantastic.’’   RESOURCES: The Insurance Charities Website: https://www.theinsurancecharities.org.uk/ CII Website: https://www.cii.co.uk/   ABOUT THE HOST Sarah Myerscough is the Sales and Marketing Director of Boston Tullis Group. The founder of The Insurance Brokers Podcast, she brings a wealth of marketing experience and a fresh perspective on marketing in the insurance sector. Boston Tullis works with insurance brokers to offer solutions to business development ceilings, particularly in the rapidly developing fields of video marketing and thought leadership. If you would like Sarah to help you develop an integrated marketing strategy, using state of the art concepts, then please book a free 20 min call via Calendly    Website: https://bostontullis.co.uk/ Evaluation Link: https://s.bostontullis.co.uk/s/podcastevaluation ABOUT THE GUESTS Melissa Collett Melissa Collett is the Professional Standards Director at Chartered Insurance Institute (Cii) and comes from an extensive background in consumer insurance and legal issues. She spent over a decade of her career at the Financial Ombudsman service, held directorship at Fairer Finance and also sits as a tribunal judge. Melissa is also a qualified solicitor, having specialised in insurance law. Melissa’s Linkedin Profile: https://www.linkedin.com/in/melissacollett/   Stephen Ross Stephen Ross is an experienced qualified governance practitioner and independent board member. As a qualified charity accountant and Fellow of the Chartered Insurance Institute, wider recognition in the charity and financial sectors for practical and academic expertise have drawn invitations for Stephen to speak at conferences. He wrote a book, 'The Professional Lay Member; An exploration of the role and practical guidance' for lay and independent board members and the organisations that use them as part of their governance. Stephen’s Linkedin Profile: https://www.linkedin.com/in/stephenaross/ Evaluation Link: https://s.bostontullis.co.uk/s/podcastevaluation

On today's episode, we’re talking about EATT – the Education and Training Trust that Chartered Insurance Institute have recently launched alongside The Insurance Charities. We’re chatting to previous podcast guest, Melissa Collett and Independent Trustee, Stephen Ross about how the new program can benefit insurance industry professionals. LEARNING OBJECTIVES: <ul><li> EATT has been set up to assist in advancing education and training of people have who work within the sector of insurance and allied occupations such as financial planning. </li> <li> Teaming up with The Insurance Charities means that CII can help those that are struggling with financial hardship due to the impact of the pandemic within the industry. </li> <li> The need for training and development has never been greater than this current time. </li> <li> The importance of a grant making charity is to look after the assets and use them to benefit society and the beneficiaries. </li> </ul> BEST MOMENTS: ‘’…In response to COVID, the charity [EATT] decided they wanted to help those people within the profession who's suffering from financial hardship, in order for them to be able to pursue their studies, training and gain qualifications during this time. Particularly, we wanted to help those who may be redundant or on furlough and those who may be suffering business collapse, or who have a particular concern about their finances at this time due to the circumstances surrounding the pandemic.’’ ‘’We thought they would be the ideal partners for this project [The Insurance Charities] because not only would they be able to administer the grant that's been made for professionals suffering hardship because of COVID, but those people who need further assistance beyond the need for professional development and training, perhaps they have, you know, specific needs. ‘’…this kind of break that some of us have experienced is the perfect opportunity to re-skill and why is it important for the profession to do that? The ultimate aim is to improve outcomes for customers. That's the whole purpose of CII.’’ ‘’…the COVID-19 situation presented an opportunity to cut through all the formalities and processes that were embarked on now, to operationalise the charity and start making grants because, the problem came up, we have to find a solution quickly, we were able to do that, and we're able to make grants which was fantastic.’’ RESOURCES: The Insurance Charities Website: <a href="https://www.theinsurancecharities.org.uk/" rel="nofollow" target="_blank">https://www.theinsurancecharities.org.uk/</a> CII Website: <a href="https://www.cii.co.uk/" rel="nofollow" target="_blank">https://www.cii.co.uk/</a> ABOUT THE HOST Sarah Myerscough is the Sales and Marketing Director of Boston Tullis Group. The founder of The Insurance Brokers Podcast, she brings a wealth of marketing experience and a fresh perspective on marketing in the insurance sector. Boston Tullis works with insurance brokers to offer solutions to business development ceilings, particularly in the rapidly developing fields of video marketing and thought leadership. If you would like Sarah to help you develop an integrated marketing strategy, using state of the art concepts, then please book a free 20 min call via <a href="https://bostontullis.co.uk/book-a-call-with-us/" rel="nofollow" target="_blank">Calendly</a> Website: <a href="https://bostontullis.co.uk/" rel="nofollow" target="_blank">https://bostontullis.co.uk/</a> Evaluation Link: <a href="https://s.bostontullis.co.uk/s/podcastevaluation" rel="nofollow" target="_blank">https://s.bostontullis.co.uk/s/podcastevaluation</a> ABOUT THE GUESTS Melissa Collett Melissa Collett is the Professional Standards Director at Chartered Insurance Institute (Cii) and comes from an extensive background in consumer insurance and legal issues. She spent over a decade of her career at the Financial Ombudsman service, held directorship at Fairer Finance and also sits as a tribunal judge. Melissa is also a qualified solicitor, having specialised in insurance law. Melissa’s Linkedin Profile: <a href="https://www.linkedin.com/in/melissacollett/" rel="nofollow" target="_blank">https://www.linkedin.com/in/melissacollett/</a> Stephen Ross Stephen Ross is an experienced qualified governance practitioner and independent board member. As a qualified charity accountant and Fellow of the Chartered Insurance Institute, wider recognition in the charity and financial sectors for practical and academic expertise have drawn invitations for Stephen to speak at conferences. He wrote a book, 'The Professional Lay Member; An exploration of the role and practical guidance' for lay and independent board members and the organisations that use them as part of their governance. Stephen’s Linkedin Profile: <a href="https://www.linkedin.com/in/stephenaross/" rel="nofollow" target="_blank">https://www.linkedin.com/in/stephenaross/</a> Evaluation Link: <a href="https://s.bostontullis.co.uk/s/podcastevaluation" rel="nofollow" target="_blank">https://s.bostontullis.co.uk/s/podcastevaluation</a>

024:The Cii and the EATT - with Melissa Collett and Stephen Ross

In this episode of the podcast, we are talking about professional standards in the insurance sector and we are joined by to Melissa Collett, Professional Standards Director at the Chartered Insurance Institute.To find out more about CII Radio, and for useful links, please visit thejournal.cii.co.uk/podcasts/

In this episode of the podcast, we are talking about professional standards in the insurance sector and we are joined by to Melissa Collett, Professional Standards Director at the Chartered Insurance Institute. To find out more about CII Radio, and for useful links, please visit <a href="http://thejournal.cii.co.uk/podcasts/" rel="nofollow" target="_blank">thejournal.cii.co.uk/podcasts/</a>

Professional standards and ethics, with Melissa Collett

Melissa Collett on learning from customer complaints Ombudsman style - MAF107 In this episode, I talk to Melissa Collett.  A former senior figure at the Financial Ombudsman Service - the FOS. We talk about how to learn from customer complaints, and how to turn unhappy customers into advocates. Welcome to episode 107 of the Marketing and Finance Podcast. We chat about:  How the Financial Ombudsman Service works The mistakes product providers continuously make when dealing with customer complaints Treating customers as real people rather than simply names and notes on a file How to turn unhappy customers into happy advocates  Who is Melissa Collett? Melissa Collett is a consultant and independent legal professional who specialises in resolving complaints and dispute resolution. She is also a tribunal judge chairing hearings of appeals about health and disability issues. A senior ombudsman at the Financial Ombudsman Service before 2016 making over 1,500 legally-binding decisions across the whole range of insurance products. Melissa liaised between the FOS and regulators such as the FCA and with trade associations. A regular speaker at events, Melissa continues to write about consumer insurance topics. As a consultant, she works with client companies on complaints handling. Links and Show Notes. For links to the books and apps mentioned by Melissa, please visit http://rogeredwards.co.uk/MAF for the show notes. What is the Marketing and Finance (MAF) Podcast? The podcast for ideas and inspiration on marketing your business and growing your business, and for discussing topics on all things finance. The MAF Podcast is a 30 minute radio show you download from http://rogeredwards.co.uk/MAF, iTunes or Stitcher Radio. Each week you'll hear interviews with business experts, marketers, entreprenuers and journalists. Interviews to listen to in the car, on the train or on the treadmill. Or even in the bath! We talk about:  How you can grow your business using content marketing and social media How you can keep your Marketing strategy and communications simple Topics, issues, products and business models from the world of finance  You’ll take away one or two big ideas that you can apply to your business. So you can keep marketing your business to keep growing your business. I’m your host, Roger Edwards. A marketing guy from Edinburgh I help people like you with your marketing strategy, content and social media. Until I set up my own business I was in and out of senior marketing roles in UK Financial Services Companies for two decades. Some of you might remember me as the Marketing Director and Managing Director of Bright Grey and Scottish Provident. Please subscribe to the Podcast on iTunes and I’d be grateful if you would leave a review. http://rogeredwards.co.uk/itunes Fancy Appearing on the Show? Would you be interested in appearing on the MAF Podcast? Have you an exciting marketing or finance story to tell? Do you fancy drawing out some inspirational ideas that MAF listeners can take away to use in their own businesses? Do please contact me if you want to get involved. http://rogeredwards.co.uk

Melissa Collett on learning from customer complaints Ombudsman style - MAF107 In this episode, I talk to Melissa Collett.  A former senior figure at the Financial Ombudsman Service - the FOS. We talk about how to learn from customer complaints, and how to turn unhappy customers into advocates. Welcome to episode 107 of the Marketing and Finance Podcast. We chat about: <ul> <li>How the Financial Ombudsman Service works</li> <li>The mistakes product providers continuously make when dealing with customer complaints</li> <li>Treating customers as real people rather than simply names and notes on a file</li> <li>How to turn unhappy customers into happy advocates</li> </ul> Who is Melissa Collett? Melissa Collett is a consultant and independent legal professional who specialises in resolving complaints and dispute resolution. She is also a tribunal judge chairing hearings of appeals about health and disability issues. A senior ombudsman at the Financial Ombudsman Service before 2016 making over 1,500 legally-binding decisions across the whole range of insurance products. Melissa liaised between the FOS and regulators such as the FCA and with trade associations. A regular speaker at events, Melissa continues to write about consumer insurance topics. As a consultant, she works with client companies on complaints handling. Links and Show Notes. For links to the books and apps mentioned by Melissa, please visit <a href="http://rogeredwards.co.uk/MAF" rel="nofollow" target="_blank">http://rogeredwards.co.uk/MAF</a> for the show notes. What is the Marketing and Finance (MAF) Podcast? The podcast for ideas and inspiration on marketing your business and growing your business, and for discussing topics on all things finance. The MAF Podcast is a 30 minute radio show you download from <a href="http://rogeredwards.co.uk/MAF" rel="nofollow" target="_blank">http://rogeredwards.co.uk/MAF</a>, iTunes or Stitcher Radio. Each week you'll hear interviews with business experts, marketers, entreprenuers and journalists. Interviews to listen to in the car, on the train or on the treadmill. Or even in the bath! We talk about: <ul> <li>How you can grow your business using content marketing and social media</li> <li>How you can keep your Marketing strategy and communications simple</li> <li>Topics, issues, products and business models from the world of finance</li> </ul> You’ll take away one or two big ideas that you can apply to your business. So you can keep marketing your business to keep growing your business. I’m your host, Roger Edwards. A marketing guy from Edinburgh I help people like you with your marketing strategy, content and social media. Until I set up my own business I was in and out of senior marketing roles in UK Financial Services Companies for two decades. Some of you might remember me as the Marketing Director and Managing Director of Bright Grey and Scottish Provident. Please subscribe to the Podcast on iTunes and I’d be grateful if you would leave a review. <a href="http://rogeredwards.co.uk/itunes" rel="nofollow" target="_blank">http://rogeredwards.co.uk/itunes</a> Fancy Appearing on the Show? Would you be interested in appearing on the MAF Podcast? Have you an exciting marketing or finance story to tell? Do you fancy drawing out some inspirational ideas that MAF listeners can take away to use in their own businesses? Do please contact me if you want to get involved. <a href="http://rogeredwards.co.uk" rel="nofollow" target="_blank">http://rogeredwards.co.uk</a>

Melissa Collett on learning from customer complaints Ombudsman style - MAF107