Kimberley Barton Cemap Email & Phone Number

Andover, Gb

Winchester, England, United Kingdom

● Accountable for the training and direct management of personnel, maximised productivity through ongoing performance monitoring and review● Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity● Regularly analysed workload and team productivity to plan resources to ensure efficient departmental delivery● Played a key role in the complaints handling process, recognised as first point of contact for any staff members with queries relating to the complaints investigations process● Shared best practices with colleagues, utilise skills and knowledge to provide advice and guidance relating to better deal with complaints and to reach fair customer resolutions● Solved intricate and complex investigations while adhering to Financial Ombudsman Service guidelines

Bournemouth, England, United Kingdom

● Completed thorough and unbiased investigations of live complaints, continuous communication with customers and Claims Management Company’s via telephone● Utilised strong judgment skills to make informed decisions● Recognised for continuously meeting all challenging daily targets whilst producing a high level quality of work● WIP management to ensure all complaints were completed within the service level agreements

Reading, England, United Kingdom

● Collated and analysed pertinent details regarding the customers complaint with the aim of assisting with the reviews of the complaint● Produced thorough and detailed rationales to show the decision and thought process considered● Demonstrated strong attention to detail and acquired regular recognition for excellent quality whilst also consistently meeting production targets

● Developed and managed a high performing team of 15 Complaints Handlers, continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s● Led the team to consistently achieve challenging daily targets and exceed quality expectations within the complaints review department

● Provided expert assistant to Manager with daily tasks, such as conducting quality checks, delegating work and managing day-to-day admin● Guided and coached colleagues to enhance their performance● Kept up to date with and cascaded amendments in guidance● Plated a key role in weekly meetings with Operational Management to provide feedback and offer solutions to any gaps in guidance● Recognised as the go-to when any issues would arise or if any advice was needed

The job role consists of providing customer service by taking queries and following these through to a satisfactory conclusion. I regularly contact customers and professionals via telephone and letters in order to ensure claims are paid efficiently. Another aspect of the job is training new staff and giving overviews of the job to both new and experienced employees throughout the company. I also worked within the IT department to help with testing our claims system and make suggestions on how they could improve; this enabled me to develop good skills within IT.

Certificate In Mortgage Advice And Practice, Merit

A Level, Law, Sociology And Psychology

Education record