Supporting a short-term project (due to end in February), by investigating and decisioning financial services complaints in a fast moving, high volume environment.Responsibilities include:· Managing a range of customer complaints in accordance with client processes and procedure guidelines· Completing all allocated cases and issuing final response letters within the FCA agreed timescale, and in the event that this is not possible issue the relevant holding… Show more Supporting a short-term project (due to end in February), by investigating and decisioning financial services complaints in a fast moving, high volume environment.Responsibilities include:· Managing a range of customer complaints in accordance with client processes and procedure guidelines· Completing all allocated cases and issuing final response letters within the FCA agreed timescale, and in the event that this is not possible issue the relevant holding letter· Making sure that any redress calculations are in date, recorded correctly and where applicable include further manual calculations· Maintaining a high level of accuracy and quality against QA checks both in-house and from the client· Organising and prioritising case load to ensure both SLA's and production are met· Ensuring accurate and complete CRM data uploads Show less

I undertook several contract positions to provide a customer dispute resolution service for the Financial Ombudsman.Initially I worked as an Adjudicator, investigating and decisioning PPI complaints. This involved managing a large case load in a high-volume environment, meeting SLA's, following strict processes and procedures, and meeting tight production and quality targets.Due to successful performance, I later advanced to the role of Investigator in general banking. This… Show more I undertook several contract positions to provide a customer dispute resolution service for the Financial Ombudsman.Initially I worked as an Adjudicator, investigating and decisioning PPI complaints. This involved managing a large case load in a high-volume environment, meeting SLA's, following strict processes and procedures, and meeting tight production and quality targets.Due to successful performance, I later advanced to the role of Investigator in general banking. This position also involved managing a large case load in a high-volume environment and meeting SLA's. However, since each case was unique, I was required to determine and deliver the outcome, whilst influencing both the complainant and the business that it was the right decision.Both roles involved:· Working under, and interpreting, policy and procedures to ensure they were followed and up to date, and that the complaint could be investigated· Assessing all allocated cases and carrying out investigations in-line with FOS’ processes and procedure guidelines – using intelligent judgement where policies do not exist· Delivering and communicating fair outcomes to both parties· Managing the customer journey and communications, from initial complaint through to decision delivery including calls, letters and kick-off meetings· Working according to my own judgement to determine case outcomes· Maintaining high levels of accuracy and attention to detail against QA checks· Meeting agreed SLA targets, managed production targets, and deliver within FCA timescales Show less

A customer focussed contract role managing complaints about financial services. Primarily this was a large-scale remediation project, revisiting historic PPI complaints where the regulator had adjudged the processes previously in place to have been unsatisfactory. This involved:· Managing a large case load in a high-volume environment· Communicating with customers throughout the process: from kick-off to resolution· Ensuring procedures were in place to enable the… Show more A customer focussed contract role managing complaints about financial services. Primarily this was a large-scale remediation project, revisiting historic PPI complaints where the regulator had adjudged the processes previously in place to have been unsatisfactory. This involved:· Managing a large case load in a high-volume environment· Communicating with customers throughout the process: from kick-off to resolution· Ensuring procedures were in place to enable the complaint to be investigated· Meeting SLA's, following strict process and procedures and meeting production and quality targets· Keeping up to date with regular process and procedure updates· Reaching outcomes that do not cause unnecessary detriment to the client or customer Show less

Marketing textbooks across health and social sciences subject lists to HE institutions, students, professionals and societies in the UK/ROW markets. A role that required excellent admin, communications and relation building skills.

A business development and sales recruitment role that required strong relationship building skills, and client management. I was responsible for identifying and pursuing new opportunities through creating and managing a database of prospective clients and candidates.

A reactive candidate management role, generating and searching for new candidates and providing support to 2 recruitment consultants. The role required me to develop strong relationships with candidates and clients.

A face-to-face customer focussed role, that allowed me to take some time out to pursue my passion for fitness. This was both rewarding and fantastic for my personal development.