Identify theft creates worry and stress for our customers and historically we haven't done enough to help. Kate and her team have turned that around by training a dedicated outsource team at TSC Warrington to handle fraud complaints in a timely manner. In addition to understanding the fraud victim's issue and ensuring that additional security measures are added to prevent a re-occurrence, the team have been trained to contact the customer, answer their questions and provide re-assurance. Kate has gone out of her way to troubleshoot issues and ensure that all of the outsource team provide a great level of service, visiting the core team and out of hours staff regularly. Outside work, she is a saxophonist and backing singer in a local band, and have performed at fund raising events for many national and local charities and organisations over the last twenty years.