Lea Hedges Email & Phone Number

Melbourne, Victoria, Australia

Australia

Melbourne, Victoria, Australia

Investigating and resolving contentious and high risk complaints.Reporting complaint trends to Senior/Executive Management to influence policy and commercial decisions. Leading and engaging a dispute resolution team, with a focus on career and personal development, improving the customer experience, and achieving business efficiencies. Developing and presenting dispute resolution workshops for internal stakeholders.Stakeholder relations with the Public Transport Ombudsman, Minister's Office and Department of Transport.

Melbourne, Victoria, Australia

Investigated and resolved complaints from consumers about energy and water companies. Negotiated fair outcomes for impacted parties using exceptional communication skills to persuade impacted parties of the true merits of disputes.Used advanced skills in Microsoft Excel to analyse electricity consumption trends.

London, England, United Kingdom

Managed and led a team of Customer Service Officers, which assessed complaints about government departments and the National Health Service. Led a team through a period of organisational change, including successfully performance managing a team member to become more efficient in their roles.Oversight of contentious and high profile complaints, helping staff with their career development, and leading business meetings with government departments. Developed policies for complaint handling and reported on key changes to the public sector landscape.Provided advice on complex jurisdictional matters to caseworkers across various teams.

London, England, United Kingdom

Worked in a variety of investigatory and leadership roles, with responsibilities evolving according to business need. Principal role was investigating and resolving complaints about government departments and reporting on investigation outcomes to Members of Parliament.Specialised in complaints about Jobcentre Plus and the UK Border Agency.Advised and collaborated with colleagues on technical matters arising out of complaints about those government departments, and played key roles in meetings with government departments to develop resolutions to systemic issues.

Bachelor'S Degree, Accounting

Education record