Fully investigating and resolving all complaints, ensuring all aspects are covered and resolved within the FSA guidelines and recording all findings, providing final responses to customers. Coaching, root cause analysis and call monitoring. Daily monitoring of all complaints information to be passed to the FSA, ensuring the complaints information is accurate and producing a final weekly report for the FSA.

Responsible for setting up and maintaining the Operational Risk Monitoring for the whole of the division, ensuring the Management Teams full input and ongoing support, in line with FSA regulations. Change Coordinator, responsible for assessing all IT system change requests, received from the business. Ensuring full understanding of the request and acting as liaison between the Business and IT. Assisting with the final testing and resolution. Introducing new working processes to ensure future… Show more Responsible for setting up and maintaining the Operational Risk Monitoring for the whole of the division, ensuring the Management Teams full input and ongoing support, in line with FSA regulations. Change Coordinator, responsible for assessing all IT system change requests, received from the business. Ensuring full understanding of the request and acting as liaison between the Business and IT. Assisting with the final testing and resolution. Introducing new working processes to ensure future problems do not reoccur. Project support. Set up of an Issues Log, to be used as an evidential record of actions taken by the company in relation to Treating Customers Fairly, Fraud, Breaches etc, to present to the FSA if required. Monitoring issues raised, to ensure that they are allocated to the correct resource and completed within the agreed timescales. Show less

Dealing with complaint letters, full investigation and resolution, including advanced letter writing, compensation payments, refunds and write offs. Alterations, policy conversion quotes, system alterations and endorsements, premium calculations, setting up trusts, policy conversions. Appraisals and providing training for 5 staff. Quality checking and authoring, ensuring work is correct, providing feedback and coaching. Trainer skills able to provide on the job and group training sessions.