Jem Dowse Email & Phone Number

Complaint investigation and resolution for a large motor finance provider.· Data gathering, investigation and case analysis in line with strictly regulated processes, to make fair and informed judgements on potential Motor Finance complaints.· Experience in handling commissions and affordability complaints. · Collating and assessing information and evidence from multiple sources to investigate each complaint on its own merits to reach a fair decision.· Written and verbal… Show more Complaint investigation and resolution for a large motor finance provider.· Data gathering, investigation and case analysis in line with strictly regulated processes, to make fair and informed judgements on potential Motor Finance complaints.· Experience in handling commissions and affordability complaints. · Collating and assessing information and evidence from multiple sources to investigate each complaint on its own merits to reach a fair decision.· Written and verbal communication with customers, both directly and via solicitors and Complaint Management Companies (CMCs).· Able to meet and exceed production targets whilst maintaining high quality.· SAF (Specialist Automotive Finance) Accreditation. Show less

Salisbury, England, United Kingdom

Complaint investigation and resolution for The Energy Ombudsman.· ‘Right first time’ approach to resolving complaints between customer and energy company.· Responsible for understanding the needs of the customer, analysing and identifying relevant information to establish the root cause of the complaint provided by both parties.· Applying regulations, principles and guidelines to reach a fair and reasonable decision and to recommend effective remedies.· End to end… Show more Complaint investigation and resolution for The Energy Ombudsman.· ‘Right first time’ approach to resolving complaints between customer and energy company.· Responsible for understanding the needs of the customer, analysing and identifying relevant information to establish the root cause of the complaint provided by both parties.· Applying regulations, principles and guidelines to reach a fair and reasonable decision and to recommend effective remedies.· End to end responsibility for cases, from first contact with stakeholders to understand and investigate their concerns, to investigation and delivery of fair decisions to resolve issues.· Delivering written reports in a clear, impartial and professional manner, providing a logical and succinct analysis.· Detailed orientated, with an analytical approach.· Customer focused and human centred; able to respond to changing customer needs as necessary.· Verbal and written communication to a very high standard.· Proactively managing personal caseload to ensure delivery to target against strict timescales, managing customer expectations appropriately.· 100% quality over 12 months. Show less

Andover, England, United Kingdom

Subject Matter Expert (2017-present):· Leadership of multi-team automation verification workstream; liaison with stakeholders within and outside the business.· Excellent communication skills, whether talking to customers about their complaint, or providing RCA of systemic failures to senior management.· Troubleshooting of unusual cases and resolution of complex scenarios.· Expert advisor to Programme Management and Change departments, I use my detailed knowledge of processes to… Show more Subject Matter Expert (2017-present):· Leadership of multi-team automation verification workstream; liaison with stakeholders within and outside the business.· Excellent communication skills, whether talking to customers about their complaint, or providing RCA of systemic failures to senior management.· Troubleshooting of unusual cases and resolution of complex scenarios.· Expert advisor to Programme Management and Change departments, I use my detailed knowledge of processes to help develop current practice.· Data acquisition and analysis for MI; process development and change management, including the design and piloting of improved tools and procedures.· Developed a reconciliation tool which eliminated several common errors by case handlers project-wide.· Took initiative to identify software to reduce transcription errors. Extended scope of this to also reduce length of transcription process from several days to several hours. Once authorised, I was tasked with its testing, documentation and roll-out to staff.· Training and coaching duties, including mentorship of new and existing staff.· Quality checking and peer review for several complaint handling teams.· Assistant team leader, supporting the management of a team of 15 colleagues.Customer Redress Senior Case Handler (2016-present): · Calculating compensation and communicating outcomes to customers and 3rd parties.· Preparation of calculations and other data for use in court hearings.· Drawing upon current and historical records on multiple systems, using factual data to infer patterns for periods of incomplete data.· 100% quality for over three years (confirmed by Outcome Testers).· Commended for repeatedly surpassing targets whilst maintaining quality.· Coaching and mentoring.Customer/FOS Review Case Handler (2013-2016): · Data gathering, investigation and case analysis in line with strictly regulated processes, to make fair and informed judgements on potential insurance mis-sales. Show less

Salisbury, United Kingdom

Through Crazywolf Services I provide freelance office services to business and domestic users across the the South West of England. Contracts have included:Financial sector:• Regulatory compliance and auditing in the financial sector• Process flow and systems analysis for a complaint-handling system• Data entry• Quality assurancePublishing sector:• Team management and organisation• Copy editing• Proof readingI.T.:• Apple Mac support… Show more Through Crazywolf Services I provide freelance office services to business and domestic users across the the South West of England. Contracts have included:Financial sector:• Regulatory compliance and auditing in the financial sector• Process flow and systems analysis for a complaint-handling system• Data entry• Quality assurancePublishing sector:• Team management and organisation• Copy editing• Proof readingI.T.:• Apple Mac support, troubleshooting and training (as 'the Mac Whisperer')• One-to-one and small group training in a range of office software• Development of complex spreadsheets and other tools in Microsoft Office (2003, 2007) Show less

Salisbury, United Kingdom

After a career break to relocate to the South West of England I began work as a freelance contractor providing Apple-related IT services to private, small business and academic clients.Clients have included photographic studios, video production companies, schools and individuals. I also regularly travel to higher education institutions such as the Institute of Education (University of London), Kings College London and Green Templeton College, Oxford University to provide specialist… Show more After a career break to relocate to the South West of England I began work as a freelance contractor providing Apple-related IT services to private, small business and academic clients.Clients have included photographic studios, video production companies, schools and individuals. I also regularly travel to higher education institutions such as the Institute of Education (University of London), Kings College London and Green Templeton College, Oxford University to provide specialist support.The Mac Whisperer is a trading name of Crazywolf Services Ltd. Show less

London, United Kingdom

Core responsibilities:• 1st, 2nd and 3rd line support and management of Mac OS X machines distributed across several sites. Sole responsibility for purchase, installation, maintenance, replacement and support of 350+ Macs (servers, desktops, laptops), including hardware, software and network issues, Mac OS servers, integration with Active Directory, security and automated update and remote control using Apple Remote Desktop and LANDesk systems.• Member of a team providing 1st and 2nd… Show more Core responsibilities:• 1st, 2nd and 3rd line support and management of Mac OS X machines distributed across several sites. Sole responsibility for purchase, installation, maintenance, replacement and support of 350+ Macs (servers, desktops, laptops), including hardware, software and network issues, Mac OS servers, integration with Active Directory, security and automated update and remote control using Apple Remote Desktop and LANDesk systems.• Member of a team providing 1st and 2nd line support for 1000+ Windows machines. Mainly concerned with integration/compatibility with Macs, but also providing general support on the Windows platform.• Deployment using Deploy Studio, NetBoot/NetInstall, and maintenance of images. • Responsible for design and implementation of specialist labs for music, arts/graphic designand video production, as well as overall strategic reviews, migrations, etc.• Training of staff in software such as Apple’s iLife suite, Microsoft Office, Adobe Creative Suite, FileMaker Pro, and any other required applications. Creation of associated training documentation. Training of other IT staff in support of Mac OS X.• Experience with virtualization (Parallels Desktop, VMWare) and Apple BootCamp.• Over my time in Desktop Support I have played a leading role in expanding the Institute’s loose network of around 75 unmanaged Macs to well over 350 managed machines, fully integrated with all available services. Show less

London

 1st and 2nd line support for Windows (NT and 2000) and Mac OS 9 and OS X networkedcomputers. Helpdesk and helpline duties helping staff, students and visitors with a wide range of problems. Sole responsibility for 1st and 2nd line Mac support until 2002 when I was promoted to be part of a two-person team tasked with the upgrade and rationalization of the Mac network. Sole responsibility for answering queries concerning FileMaker Pro, QuarkXPress, and Adobe applications.

London, Uk

 Periodicals Assistant, purchasing, cataloguing and maintaining Europe’s largestspecialist education collection of print and electronic journals. Public enquiry desk and issue counter duties. Helped with design and initial set up of new membership card system in 1998. Set up several databases (Microsoft Access) to help with duties, which are still in use today.

London, United Kingdom

 Various sound engineering and production duties recording spoken word and music. Purchase, installation and maintenance of equipment.

London

 Installation and maintenance of telecoms exchange equipment.  Responsible for jobs database and deployment system, and allocation of work to team of 8 staff.

London

 Purchase of stores and maintenance of stores database for a small electronics firm. Issue of parts for assembly, allocation of work.

Beng, Electronics & Computer Systems

Activities and Societies: Wargaming Society Debating Society, Wargaming Society, Rock Club

Education record