August 2014- present: Team manager (general casework)•Became manager of a consistently underperforming team. Focused on underperformance and behaviour. Since managing the team, they met their target for three consistent quarters.•I’ve implemented several improvement plans. Through coaching and guiding adjudicators how to progress cases smarter, the adjudicators have resulted in exceeding their targets.•I keep up to date with casework and draft decisions.•I’m confident and proactive in having difficult or sensitive conversations such as mental health, disciplinary investigations and dismissals. •I look after the department’s quality plan and have implemented a more consistent feedback structure while supporting the department’s checkers to give feedback through coaching.•I’m the overseeing manager for staff engagement. Work closely with the group and have run personal and professional development events to keep staff motivated and engaged.•I’ve run training sessions for newly appointed managers and colleagues on how to complete quality checks and provide useful feedback through coaching. •I’m responsible for priority cases in my department. I’m quick to identify what the complaint is about and which team its best suited to. •I support adjudicators with their development and have run training sessions for aspiring G3s who went on to be successful in their applications.

August 2010- 2014- Adjudicator for Financial Ombudsman Service (G1-G3)•I was chosen as someone capable of supporting an underperforming team. I identified issues with case progression and coached individuals on how to progress cases smarter. As a result no progress fell from 50% to 30% in just over a month. •Confidently supported the existing manager doing management duties on their behalf such as 1-2-1s, performance discussions, and performance statistics. Attended managers’ meetings to increase my knowledge of issues affecting the pod and organisation. •Worked closely with businesses to help them understand our approach. I’ve represented the organisation in face to face meetings to improve business liaison. Have also represented the organisation at payday lending conferences.•Chosen as a telephone ambassador down to my phone manner. Successfully supported and coached people to have more persuasive conversations. •A technical expert in Section 75 complaints and entrusted to work more sensitive or complex cases. Worked alongside ombudsmen and kept up to date with policy and law. •Worked banking and some consumer credit complaints and ran training sessions for new adjudicators.

worked as a volunteer interviewing clients and giving them advice. worked on long and short interviews and dealt with a wide range of clients. learnt how to work with clients with disabilities, language and communication problems. worked with the individual computer system following the rule of confidentiality. undertook the training course to become an adviser. was able to advise clients in issues such as welfare, debt, immigration and family.