Dave Southgate Email & Phone Number

Cheltenham, England, United Kingdom

Cheltenham, England, United Kingdom

Bath, England, United Kingdom

Bristol, United Kingdom

Leading a cross-site complaints team to investigate sales advice complaints brought against the former Friends Life/Aviva advice network. Focus being given to reducing risk and improving the customer journey by removing unnecessary waste steps in an agile manner.

Bristol, United Kingdom

Managing the ever-changing workflow and team members, making sure all tasks were completed when due in order to reduce the risks of breaches being logged. This was achieved this by liaising with different sites and stakeholders and allocating tasks to the most appropriate team member who had spare capacity to ensure all tasks were completed on time.

Bristol, United Kingdom

I assessed advice complaints provided by advisers working on behalf of the Friends Life group. Specialised in the former Friends Provident book of business following a transfer of work and the movement of this book of business from the Dorking office to the Bristol office. Also actively working on helping the intergration of two separate complaints teams, acting as a contact point for both, whilst being a product and systems specialist for the former Friends Provident products. In addition, I dealt with all Financial Ombudsman Service referrals and comebacks/queries from my customers, as well as investigating complaints on an end to end basis.

Bristol, United Kingdom

I took ownership of the advice complaints received by RBS on a range of products ranging from various financial protection policies and investments sold by the various companies that make up the RBS Group. I worked within the front end of the department and was tasked with resolving complaints within a short timescale, to ensure a high level of customer service is provided through speedy responses to complaint logged. This involved corresponding with customers over the telephone and in writing whilst obtaining and assessing original sales files to check if appropriate and correct advice was provided.

Bristol, United Kingdom

I was a product specialist dealing with current personal bank accounts on offer by the Post Office during the trial period before the offering of personal bank accounts by the Post Office went nationwide.

Bristol, United Kingdom

I dealt with complaints from start to end. This included taking the initial telephone call or receiving the initial letter to logging the complaint, investigating the complaint and issuing a final response in line with the FSA regulations to dealing with any Financial Ombudsman Cases that are received. I also dealt with escalated supervisor complaints from my colleagues as well as providing training to new members of the team. I also provided wider training to the Cusotmer Contact Department regarding new complaints procedures.I was involved in a number of projects, such as the Part VII Transfer of business from NatWest Life/Royal Scottish Assurance to Aviva Life & Pensions UK Ltd. I was the point of contact for any queries/complaints that were raised and responded to the customers directly.I was involved in various projects on the team to improve customer satisfaction and the complaints procedure, including changing the way we worked from corresponding with customers in writing to trying to deal with all complaints over the telephone, whilst still adhering to the FSA guidelines for complaint handling. A result of this was that the advocacy scores improved under the new processes.Actively targeted against:- Productivity- Investigation and response timescales- Percentage of complaints resolved at first point of contact/over the telephone- Punctuality- Quality checking- Ensuring all decisions made comply with Treating Customers Fairly Key accountabilities:- Achievement of individual and team targets- Review of procedural guidelines- Compiling and reviewing Root Cause Analysis- Liaising with other departments to feedback root causes for complaints or investigate complex complaints- Staff training and mentoring- Allocating work to the team in a fair manor to ensure all FSA targets are met- Ensuring all complaints are investigated fully and ensuring Data Protection and Money Laundering guidelines are met

Bristol

Worked on the Customer Helpline, dealing with queries raised in relation to Life Assurance, Investments and Pensions. I also dealt with supervisor queries and mentored new starters.Actively targeted against:- Productivity- Call quality- Lead generation- Retention- Punctuality- Maintenance of product and procedural knowledge