Working as a complaints manager in Lloyds banking group.* Resolving customer complaints to financial ombudsman level to ensure a positive outcome for all parties. * Acknowledging complaints prompt and responding to them within the time limits. * Improving overall customer relationships. * Making fair and impartial decisions in regards to complaints in line with regulatory requirements, * Using complaint information to improve service and sales standards. * Target the business values, being one team and do the right thing ad keep it simple and deliver promises and promote these values.

Within this role I dealt with high impact/CEO complaints and follow-ups to closed Final Response complaints. I am a qualified quality checker and have graduated the Next Steps course within Nationwide. I coached members of my team to help them maintain high quality results without impacting on productivity. I also did the allocation of cases to my team members daily to allow them to meet their objectives. I assisted with any queries my team had and gave advice on compensation amounts and provide the help needed. If the team manager was off I also needed to be able to take on their role.

I handle and resolve customer complaints and disputes (covering Next Business Day and Final Response) ensuring a fair customer outcome. I am required to have good analytical and research skills, with a high level of attention to detail and adherence to processes and procedures. By managing my time effectively, I manage my personal workload to enable me to resolve complaints within the regulated timescales. I am proactive and comfortable in making decisions, demonstrating good negotiation, facilitation and listening skills. I am comfortable communicating with customers over the telephone in order to discuss their concerns and come to a resolution that is fair for the customer and the business. We use multiple communication methods with our customers, which include; telephone, letter and secure message. When a complaint is at the Final Response stage we have to adhere to regulations set by the Financial Ombudsman Service. Once a complaint is resolved we are required to write a letter to the customer outlining our investigation and resolution, these letters have to be clear, concise and accurate. I have also been trained in our quality checking process which requires a great attention to detail when checking my colleagues cases. At Nationwide we work to the 5 pride values; Putting customers first, Rewarding membership, Inspiring trust, Doing the right thing and Excelling at service.

I worked on the branch helpdesk for Cheshire and Derbyshire Building Society. I dealt with calls from branches and the call center. I helped to resolve problems with customer’s accounts and answer any queries that staff may have regarding the Derbyshire and Cheshire accounts. I had to have a good knowledge of the different products and accounts that the Derbyshire and Cheshire Building Society had in order to investigate and solve the different queries and problems that came up