Alex Smith Email & Phone Number

Glasgow

I was responsible for handling complaints relating to motor finance, investigating customer's complaints, liaising with internal and external stakeholders to discover the facts of the case, working in accordance with FCA and FOS complaint handling regulations, always ensuring that the outcome was compliant with TCF. During my time here I completed the Specialist Automotive Finance test to become a SAF expert.

Glasgow, United Kingdom

I was responsible for assisting the team leader in managing and developing a high performing team responsible for providing a robust and high quality Customer Resolution service to all areas of the business. I was accountable for delivering both performance and quality exceeding expectations in daily activities, as well as improving the overall quality of service and performance of the team. During my team leader’s maternity leave, I also stepped up into the role of interim team leader. During this time, I was responsible for providing a quality assurance function for handlers, producing monthly statistics for distribution across all levels of the business including the board of directors, carrying out root cause analysis on the data produced and working with individual departments to put into place appropriate plans to reduce incoming complaints, coaching and managing the individual team members and carrying out performance reviews.

I was responsible for investigating and resolving complaints regarding all aspects of the business, as well as the associated administrative task such as logging complaints, issuing acknowledgement letters, and updating spreadsheets. I was also responsible for providing feedback across the business to help prevent complaints recurring. I was the team’s Lean Champion and took on additional responsibilities for data and MI production.

I investigated and resolved written and escalated complaints from our customers, providing the necessary feedback, support and guidance to the business to help prevent further complaints.