Henna Khan Email and Phone Number

• End to end complaint handling for energy complaints as last form of resolution • Outbound/ inbound calls to investigate complaint case• Using a variety of systems to assess customers energy usage • Conducting billing breakdown • Amending meter reads • Dealing with collections/metering/billing etc complaint • Processing refunds and gesture of goodwill • Detailed note to record decision making and investigation

• Manage complaints received through our various channels, analyse these complaints, gather vital information and assess the outcome required• Using a variety of different systems to investigate insufficient information cases and create a customer complaints resolution as well as a final response letter on a case to case basis• Working in a high-level target driven role as well as maintaining excellent levels of quality always• Switching between different process and systems showing flexibility whilst following various procedures and guidelines• Handle vulnerable customers complaints, assess all the valuable information provided by the customer, and deal with cases individually on a case by case basis• Communicate with customers in a timely manner and follow the no contact process where additional information is required• I liaise with various stake holders within the business to assist with my investigation and aim to provide a resolution to customers in a timely and efficient manner• Ensure that all complaints are handled within FOS guidelines• Communicate with international stake holders to ensure international complaints are picked up and managed appropriately• Liaise with the Business team to ensure any misdirected business complaints are forwarded to the correct business area

• Part of the Quality Control team and doing QC checks on inbound call and outbound call• Conducting QC checks on end to end complaints• Dealing with insolvent customers and IP’s, checks done on insolvency registers and Dow Jones• Accurately completing complex remediation calculations following up to date procedures and guidelines• Provide on the job coaching to case handlers to assist them with common fail points and how to avoid this• Completing complex redress calculations to ensure it is in line with the FCA in treating customers fairly• Working in a high-level target driven role as well as maintaining excellent levels of quality always• Using a variety of different systems to investigate cases and create a customer complaints resolution as well as a final response letter on a case to case basis• Remediation of previously worked cases, investigating these cases and assessing the redress amount and calculating this in accordance with the latest guidelines- PPI, irresponsible lending , KYC

• Working as part of the Packaged Bank Account case handling team• Investigating PBA complaints on an individual basis for Lloyds bank customers, ensuring any customer’s affected are treated fairly in accordance and guidance with the FCA• Maintaining an accurate and detailed audit trail for all evidence collated during investigation of complaints.• Providing a detailed analysis and rationale of all complaints resolved regarding upheld and defend outcomes• Writing to the customer with a resolution regarding each miss sold PBA case, informing them and providing a detailed rationale of the complaint outcome• Monitoring and keeping track of all complaint cases, updating the complaints system with all resolved cases.• Working alongside the financial hardship department and providing a resolution for customer complaints who suffer from Vulnerabilities and financial difficulties.• Working in a high-level target driven role as well as maintaining excellent levels of quality at all times• Assessing all QA feedback and working alongside the quality team to ensure all complaints are resolved in accordance with FCA guidelines