Utilities team leader specialising in escalated complaints, vulnerable customers and third party stakeholders. Wealth of experience in leading teams to resolve complex complaints both in a telephony and back office environment.

•First point of contact for customer enquiries•Resolving queries and complaints•Data Entry•Producing and sending correspondence to members •Keeping all data and personal information secure and confidential

•Handling documentation received as part of the claims process•Responding to letters and emails•Preparing reports for external insurer•Applying remittances to accounts•Making payments

•Printing and preparing documents for brokers to do clearance on•Contacting Australian Customs and BorderForce•Contacting importers to gain further documentation when required•Data entry

•First point of contact for all customer enquiries•Resolving and processing customer complaints•Keeping record of all telephone calls•Processing payments•Account Closures•Promoting and up-selling credit card products such as balance and money transfers•Sending correspondence to customers regarding their account•Keeping all data and personal information confidential and secure

•Discussing overdue accounts and negotiating payments•Responding to correspondence via letter, email and telephone•Delegating and prioritising workload•Problem solving and resolving disputes