Janis has worked in Financial Services all her career and Complaints Management for 5 years. Currently leading the Customer Relations team at the Yorkshire Building Society Group she is responsible for group wide delivery of Customer Treatment which includes Complaints Management and vulnerable customer approach. In her time at YBS she has led the team through a transformational change leading to significantly improved outcomes and customer experience and she is now using her expertise to transform the approach to the treatment of vulnerable customers. This year she was awarded Complaints Manager of the Year at the UK Complaint Handling Awards. Janis has a specific interest in enabling and empowering colleagues to achieve first touch resolution and having great conversations with all customers without the need for relying on special processes and procedures.