Chris Jackson Email & Phone Number

Trowbridge, Gb

Bath, England, United Kingdom

• Management: Oversight of two different functions, both with an important role in the customer journey and experience. Oversight of the Relationship Management team; senior/experienced colleagues who oversee the day to day liaison with our highest AUA clients, bringing with that difficult issues to resolve, conflict management and out of the box thinking to support the team to overcome external frustrations. Additionally, oversight of a Case Manager team that deal with all inbound servicing contact - end clients, financial advisers, third party partnerships and internal project work.• Operational exposure: Customer Support/Telephony Manager, Fund/Asset Onboarding Manager, White label Relationship Manager - a variety of roles and experience within the service chain.• Customer Experience improvements: Delivering/supporting business goals and team objectives to reduce contact demand. Focussing on minimising service failure, creating operational efficiencies, active pipeline management and optimising the propositional offering.• Influencing change: collaborating across multiple Ops areas, product owners and system architects to add the ‘voice of the customer’ to redefine current/shape proposed propositional change. Emphasis on adding perspective on the benefits, with layered and tangible MI.• Adaptability: brought in to lead teams/areas in need of development, adapting quickly to their priorities and opportunities for improvement – internally and externally.• Incident management: lead various recovery operations following significant periods of change and/or service failure. Instilling a sense of proportion, calm and focused action to limit impact.• Stakeholder communication: tailored to influence and build relationships at all levels from end clients with individual account issues, external platform partners up to IFA firm Director and CEO level.

Leeds

• Self employed side business ran together with my wife, alongside main career until 2024.• Liaising with couples to build a working relationship and trust that we were the most suited photographers to capture their special day.• Organisation and communication was key to our business; being clear and honest with couples regarding what to expect pre/post wedding day. • Working under pressure, managing the flow of the day, venue imposed timelines and restrictions to meet agreed expectations and adapting to ad-hoc issues or requests.• Managing all aspects of the business alongside full time role, ranging from booking meetings, attending wedding fayres/events, web design and accounting. Running this without detriment to my main career is something I achieved since starting the business whilst still completing my BA degree.

Leeds, England, United Kingdom

• Reviewed and mediated complaints; following FCA regulations/guidance to reach a conclusion that was fair for both the customer and bank. • Producing final written response, summarising the data used to form a balanced decision on the claim received by HBOS/LBG.• Adherence to data protection and security best practice to ensure compliant data handling.• Guiding a team to meet targets, supporting Ops Managers all contributing towards achieving Senior colleague.• In team SME support, offering guidance and peer review on more complex claims. A focus on coaching colleagues how to reach an answer rather than just providing it.

Cf1, Uk Financial Services, Regulation & Ethics

Ba(Hons) Photography, Commercial Photography

A-Levels, Photography, Computing & Accounting