Hamish Love Email & Phone Number

London, Gb

London, United Kingdom

• (as of May 2023) Acting up as Manager of Strategic Planning and Performance Team; responsible for managing a junior staff member as well as delivering various duties associated with the manager role e.g. designing and maintaining our corporate performance reports and running team meetings.• Act as a Directorate Account Executive; single point of contact for Directors and Heads of service with a focus on strategy, business analysis, benefit realisation/management and performance improvement• Act as Lead for two strategic objectives, meeting with Heads of service and the Director most closely associated with those objectives and ensuring delivery of those objectives are accurately reflected in monthly and quarterly management reporting• Act as audit expert for management reporting; maintain the audit module in our planning and performance system, including building new reports or modifying current reports as required by management and/or the Audit and Risk Committee• Support the management of our internal audit process including ensuring our audit programme runs to schedule, monitoring and reporting of progress of audit recommendations and coordinating change requests• Act as expert from the Project Management Office; provide regular support and guidance to project teams with an aim to encourage good project discipline and foster an understanding of our corporate project methodology within the organization as well as assisting Project Managers to navigate the key stages of the project lifecycle• Led on management of the complaints process; manage and investigate formal complaints against the Commission from the general public as well as coordinate the development of complaint responses by working with relevant Directors and Heads of service to ensure responses are sent within agreed timescales

London, United Kingdom

• Ensure the prompt registration and action of any information requests or complaints submitted to the Commission.• Seek input from appropriate teams within the organization to develop responses to complaints or information requests.• Provide technical support and advice to staff to ensure responses to information requests adhere to the legislative requirements and timeframes.• Review the response to ensure the correct of legislative exemptions and ensure correction if required.• Investigate complaints in line with internal procedures to determine whether organisation was at fault.• Work closely with Chief Executive if complaint is escalated in order to brief him on the situation as well as assist in developing response once he has reviewed the way the complaint was handled.• Explain to the individual if their complaint or information request does not meet the criteria under the organization’s complaints policy or the Freedom of Information Act (2000) respectively and forward onto the appropriate internal team to respond to their concerns or queries.

Otago & Southland, New Zealand

• Gathered relevant information, assessed that information and determined whether the claim met strict legislative criteria.• Effective negotiation and conflict resolution were required when a client disagreed with ACC’s decision.• Communicated complex legislative criteria to clients whilst also explaining the relevant medical evidence and research that underpinned the decision.• My involvement in particular projects resulted in process changes, which improved decision timeliness and client engagement.• Working with my clients suffering from terminal health conditions required initiative and efficiency to make complex cover decisions in an extremely timely manner.• Monitored client’s progress and managed ongoing entitlements to ensure they received the appropriate assistance and support at home to maintain their independence, comfort and safety.• Offered technical and medical advice for my colleagues as well as assisting them with problem solving to effectively minimise conflict with clients.• Training and mentoring of new staff

Otago & Southland, New Zealand

• Responsible for receiving claims and ensuring they were registered on ACC’s system quickly and accurately so that teams further down the process could correctly assess and provide the precise entitlements the client was eligible for.• Regularly contacted clients and medical professionals to obtain missing information and verify the accuracy of claims

Otago & Southland, New Zealand

Bachelor Of Science - Bs, Psychology

High School Certificate, University Admissions Index Of 86.7