Kyne Cooley Email & Phone Number

Doncaster, England, United Kingdom

As the Customer Relations Team Leader at Direct Line Group CUstomer Relations, I lead a team of highly specialized and trained professionals who are dedicated to managing customer complaints with a strong focus on regulatory compliance. My primary responsibility is to guide and mentor my team to ensure they consistently adhere to Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) guidelines. By fostering a collaborative and accountable work environment, I ensure that our team delivers high-quality resolutions while upholding the principles of fairness and compliance.In my role, I lead by example, providing independent and unbiased reviews of customer interactions, business processes, and internal systems. I empower my team to do the same, encouraging them to identify potential risks and ensure our practices align with regulatory standards. This approach not only enhances our team’s ability to deliver fair and consistent outcomes for customers but also reinforces a culture of continuous improvement and attention to detail.By focusing on these key areas, I help my team develop a deep understanding of compliance requirements and the importance of fair customer treatment. My leadership ensures that each team member is equipped with the knowledge, skills, and confidence to handle even the most complex cases, ultimately contributing to the overall success and integrity of our customer relations function.

Doncaster, England, United Kingdom

In my role as a Customer Relations Case Handler at [Previous Company Name], I was responsible for managing a diverse portfolio of customer complaints, ensuring adherence to regulatory requirements, and delivering high-quality resolutions in compliance with the Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) guidelines. My work involved being the main point of contact for customers, where I handled complex cases with a strong focus on regulatory compliance and complaint governance.

The job entailed working in a fast paced, dynamic and challenging environment. My duties in this role consisted of amending private motor insurance, working on customers accounts & payments, maintaining challenging sales targets for auxiliary benefits catered to each person's individual demands and needs. During this role, I have worked on multiple research projects into data protection, company efficiency and breakdown & recovery technology. This role has given me insights into roles in people leadership/management due taking on the role when required. Due to the Dynamic nature of the business with rules, underwriting and regulations changing constantly, I was required to stay up to date with the latest business decisions and changes to ensure I was always doing the right thing for the customer and the business. I was also involved in many research and training sessions as a product expert. I was selected for these roles due to my focus, ability to process and communicate information and knowledge of the business and product. Using this and a holistic understanding of the company I was able to work with new technologies and give training sessions and meetings to small groups or throughout the business.

Doncaster, England, United Kingdom

This role consisted of leading a team of 10-12 people. This involved managing materials, resources, audits and performance for individuals and the team as a whole. Innovating opportunities for improvement and development within the core role. This role was very target oriented reporting directly to operational and site management for site and national statistics and performance. Furthermore the role involved tracking performance for the site during an unprecedented time of uncertainty during the COVID pandemic meaning I had to plan and lead in new ways of working while remaining flexible to individual circumstances.I have been involved in coordinating the proactive planning of the new ways of working using my IT skills to implement a novel way of working for people. I have also supported the set up and maintenance of the system and any issues that have arised from this. I have been responsible for training new starters joining the business in teaching the diverse role and knowledge required for maintaining and editing customers motor insurance files. This allowed me to develop a new team of insurance professionals who are both knowledgeable and innovative in problem solving. The training developed a strong work ethic and the team quickly became self motivated and hard working assets to the company.

Bachelor Of Applied Science - Basc, Aquatic Zoology

Postgraduate Degree, Ethical Hacking, Post Graduate Diploma And Associated Qualifications

Activities and Societies: 1. Microsoft Security, Compliance and Identity Fundamentals (SC-900) passed 10/03/22 2. Microsoft Azure.

A Level, A Level

Activities and Societies: A levels in: Biology, chemistry, Mathematics (including statistics and decision mathematics) and Extended.