FIRST Vehicle Leasing has appointed Marcus Kelly to its newly created position of head trainer.

The move comes as the Glasgow finance broker looks to enhance its customer services in response to new Financial Conduct Authority (FCA) rules and regulations in the car leasing sector.

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

Welcoming Kelly to the firm, Andy Bell, general manager at First Vehicle Leasing, said;

“Marcus has a real passion for supporting everyone to pull all of their resources towards the delivery of their own and the team’s goals. As well as encouraging optimum individual performance, he has a real analytical eye for detail and making processes as efficient as they can be to allow people to perform at their best and avoid redundant use of time and effort to create a better experience for staff and customers.

“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.”

Kelly added:

“I am 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.”