Ben Murray Email & Phone Number

London, United Kingdom

• Delivered legally binding decisions on complex fraud and scam cases, demonstrating precision and methodical problem-solving.
• Spearheaded a comprehensive overhaul of the fraud and scams policy, significantly enhancing organisational effectiveness.
• Achieved rapid promotion to a senior role within the Ombudsman Manager grading system, reflecting exceptional performance and leadership skills.

• Leading a team of adjudicators specialising in complex, sensitive and high profile disputed transactions and general banking complaints.
• Keeping the team self-disciplined and focused on the customers at the centre of complaints. For instance, having the team carry out a review cases from the consumers perspective.
• Responsible for developing, coaching and mentoring the team on a wide range of issues including technical knowledge, performance, planning & organising and customer service.
• Ensuring that quality and customer service is not only maintained but improved; creating a culture where adjudicators are engaged and strive for higher levels of performance. Installing peer to peer quality checking.
• Assisting and fostering the sharing of knowledge across the organisation by, for example, leading workshops for groups of team managers.
• Investigating complaints about our own service through root cause analysis, finding solutions and delivering outcomes to consumers and feedback to adjudicators.

• Investigating and delivering outcomes on complex, sensitive cases that are often emotionally charged and potentially life altering for consumers.
• Technical expertise across a range of product areas and complaint types with essential knowledge of relevant rules and regulations (consumer credit, fraud, section 75, general banking, merchant acquiring, business.
• Providing excellent customer service to a wide range of businesses and consumers.
• Consistently exceeding productivity and quality objectives.
• Coaching and mentoring new starters on a range of technical areas and soft skills.
• Assisting senior management with key operational projects such as timely case progression e.g. creating and distributing MI to senior management concerning organisational performance against objectives for reducing.

Bachelor Of Arts (Ba), Business Management

Activities and Societies: Thai Boxing and Kickboxing Rugby

Education record