Ian Cook Email & Phone Number

Widnes

Operational leadership of Customer Relations department for Sainsbury’s Bank and Argos Financial Services, leading teams across 3 sites investigating and responding to complaints to ensure appropriate quality standards and service levels are achieved.

Manchester, United Kingdom

Ownership of AQA's customer complaint handling activity, ensuring a high quality complaints service is in place and delivering fair outcomes for complainants.Work with internal stakeholders to ensure root cause analysis from complaints is used to inform service improvements and support quality assuranceEnsure all customer feedback is utilised to drive wider customer experience initiatives and support business needs

Chester, United Kingdom

Led the implementation of all complaint handling activity related to the new Virgin Credit Card operation.Established and maintained strong working relationships with an outsourced supplier, internal stakeholders and external contacts to achieve the required results.Ensured robust processes were in place to ensure individual complaints were investigated and responded to appropriately, whilst also maximising root cause analysis opportunities.Demonstrated versatility by supporting… Show more Led the implementation of all complaint handling activity related to the new Virgin Credit Card operation.Established and maintained strong working relationships with an outsourced supplier, internal stakeholders and external contacts to achieve the required results.Ensured robust processes were in place to ensure individual complaints were investigated and responded to appropriately, whilst also maximising root cause analysis opportunities.Demonstrated versatility by supporting other operational activity, including Customer Service processes, agent training and monitoring, and on-site support. Show less

Knutsford, United Kingdom

Responsibility for global complaints governance framework, ensuring this is fit for purpose and aligned with the wider group frameworkResponsibilities cover all aspects of Barclaycard's complaint management policies, processes and goals in all businesses, including multiple business units and geographies, Direct line management of Complaints Oversight Managers in multiple locations, providing direction and leadership in all mattersOwnership of all Barclaycard activity related to the… Show more Responsibility for global complaints governance framework, ensuring this is fit for purpose and aligned with the wider group frameworkResponsibilities cover all aspects of Barclaycard's complaint management policies, processes and goals in all businesses, including multiple business units and geographies, Direct line management of Complaints Oversight Managers in multiple locations, providing direction and leadership in all mattersOwnership of all Barclaycard activity related to the FCA Thematic Review, a key regulatory activity looking at complaint handling in major firms. This incorporated multiple elements including co-ordination of testing activity, communication of results, attendance at governance forums and ownership of project workstreams, all of which have been done to a high standard. Show less

St David'S Park, Ewloe, Flintshire

Operational leadership of the Sales & Support department within Moneysupermarket.com with key goals around customer satisfaction, revenue and operational efficiencies.Revenue per FTE increased by over 30% during this period via effective use of performance management, incentive plans and appropriate focus.Training and competency enhanced with introduction of new tools and implementation of department-wide training programme.Operational change implemented to increase customer… Show more Operational leadership of the Sales & Support department within Moneysupermarket.com with key goals around customer satisfaction, revenue and operational efficiencies.Revenue per FTE increased by over 30% during this period via effective use of performance management, incentive plans and appropriate focus.Training and competency enhanced with introduction of new tools and implementation of department-wide training programme.Operational change implemented to increase customer feedback volumes by over 40%, increasing engagement and providing greater opportunity to drive improvementsPositively increased employee engagement within the department by 5% during this period Show less

Manchester, United Kingdom

Change Manager for Quality Assurance (QA) processes relating to PPI complaint handling.Facilitated all activity relating to implementation of a new QA tool, including creation of Business Requirements, workshop facilitation and project planning.Worked with multiple stakeholders and external suppliers to develop effective and cost efficient solutions to the original challenges.Engaged in other project activity including customer redress and reconciliation of fulfilment material.

Chester, United Kingdom

Operational leadership of multiple teams within complaint handling department. This included teams responding to customer complaints in relation to PPI, Banking, Quality and Review, Control and Redress Processing. Led operational implementation of new rules on PPI complaint handling from 2011 onwards.Key role in growing the area during a time of considerable complexity, with responsibilities spanning countries across Europe.

Chester, United Kingdom

Responsible for all aspects of card manufacture and card personalisation, statement and letter production, payment processing and application scanning, managing a significant budget and interacting with customer facing areas.Managed internal teams and owned the relationship with 6 key vendors supporting different aspects of card production and delivery.

Chester, United Kingdom

Operational responsibilities of underwriting teams, where judgemental lending was used to complement automated strategies.Ownership of overall lending quality, setting direction and ensuring quality standards improved and maintained amongst over 300 credit analysts and an independent risk management area.Sole responsibility for underwriting processes for existing customers, including assessing requests for credit line increases and reviewing high risk customers to determine if… Show more Operational responsibilities of underwriting teams, where judgemental lending was used to complement automated strategies.Ownership of overall lending quality, setting direction and ensuring quality standards improved and maintained amongst over 300 credit analysts and an independent risk management area.Sole responsibility for underwriting processes for existing customers, including assessing requests for credit line increases and reviewing high risk customers to determine if preventative action was required.Time period includes early spells in frontline analyst and team leader roles, as well as relationship management Show less