My responsibilities include managing the day-to-day requirements of each supplier to ensure they adequately deliver the relevant services to LV= and our customers who have used LV= to make an insurance claim. This is a wide-ranging deliverable - from offering technical advice on how to resolve a claim or provide resolution to avoid complaint escalation. I am also required to make sure their systems are all functioning properly and to be notified if there are any issues. Where failings are identified, solutions are offered whilst managing expectations. This enables the continuing provision of a high level of service that I expect from all of our suppliers at LV=.

Promoted to Level 2 Technical handler in July 2016, with responsibilities remaining the same but offering technical advice to other CRU handlers as well as maintaining my high level•Promoted from previous role as a direct result of high rate of success in relation to customer complaint resolution•Resolved an allocated caseload of complaints as quickly and efficiently as possible to prevent the customer escalating to the Financial Ombudsman Service (FOS)•LV='s highest call taker with 332 calls in total (232 inbound 100 outbound)•Ensured correct decisions are made in the first instance to avoid the FOS upholding the customer's position•Responsible for providing quality control feedback regarding home claims advisors' as a result avoiding repetitive errors and identified trends to be addressed by training•Applied the compensation matrix, as appropriate, for the type of error made by advisors or suppliers. Notified customers both verbally and in writing of the final decision; incorporated FOS contact details and suitable apologies where necessary•As Fraud Complaint Champion in CRU, visited Croydon and Leeds office to liaise with their fraud teams to build a better relationship •Reviewed customer complaints where the claim is identified as potentially fraudulent; recommended best course of action to the fraud claims handler. The outcome of this was to avoid additional costs being levied against LV= by FOS•Visited suppliers (eg: Davies Building Validation Unit); reviewing options to improve services for a smoother customer claim process •100% pass of quality checks YTD•Involved in various projects with Customer Relations Unit (CRU) to help assist with a smooth transition of the new FCA (Financial Conduct Authority) changes which came into effect July 2016•Created the training videos for all handlers to use who failed their audits when logging a complaint onto Respond (LV= complaints system

Answered in a timely manner inbound calls and logged a detailed description of customers' claim to validate cover.Liaised with customer from start to finish keeping them up to date on progress of the claim until completion•Chased suppliers to make sure claim is on schedule•Dealt with day 1 and 2 complaints and resolved to prevent escalation to CRU

Offering non advised information so our customers could make an informed decision on what mortgage product they would like to go on. Customers would also come through to me for applications for an additional secured loan on their mortgage.

Inbound sales. Retaining customers by offering competitive interest rates for customers to go onto, so they did not go onto the standard variable rate. Also up selling of Payment protection and home insurance