Responsible for reviewing referrals from members of the public relating to the manner in which police forces have dealt with the most serious of complaints, in addition to potential conduct issues mandatorily referred by forces directly. This is a diverse and challenging role where I have gained a great deal of experience through exposure to a variety of cases, many of which are complex and potentially distressing. Despite my relatively short tenure, my aptitude and approach led to the successful application for the seconded position of Deputy Senior Casework Manager in June 2023.• Responsible for deputising for a number of Senior Casework Managers, as necessary, across a number of UK sites, to ensure teams remain engaged and supported. • Coaching and assisting Casework Managers with queries and considerations, which are invariably complex, whether through subject matter or relevant legislation.• Effective quality checking of cases, whether as part of a sign-off exercise or following a mandatory/requested escalation by Casework Managers due to risk or complexity. • Accountable for determining whether mandatory referrals by forces relating to deaths or serious injuries following police contact provide an indication of misconduct or a criminal offence.• In relation to my core Casework Manager role, this requires effectively managing a caseload of reviews referred to the IOPC by members of the public or their representatives. The subject matter is vast and varied, requiring a wide breadth of knowledge, together with an ability to research and collate information, whilst engaging positively with police forces and appellants. I am consistently praised on my work ethic, ability and approach to finding a fair resolution.• I have had notable involvement in a number of complex and/or high-profile cases, including making recommendations for police officers to face a misconduct hearing, and representing the IOPC during such proceedings.

My role within the Mature Savings division of Legal & General focused on a closed book of ‘legacy’ products. The division was primarily based in Hove with the exception of my team, which I managed independently from our Cardiff office. I was responsible for a team of qualified professionals handling up to 3,000 complaints per annum, in addition to divisional Subject Access Requests (SARs). I was instrumental in preparing my area of the business for successful handover following the sale of Mature Savings to ReAssure which concluded in September 2020. • Responsible for delivering an exceptional standard of service to our customers and their appointed representatives. I achieved consistently superb departmental quality scores and strong customer survey results • Ensuring complex complaints are resolved in accordance with internal complaint handling principles, together with expectations laid down by the Financial Conduct Authority (FCA)• Accountable for ensuring complaints are resolved within stretching timescales, with excellent results over an extended time period • Maintaining a close working relationship with the Financial Ombudsman Service (FOS), ensuring complaint referrals and overturned decisions are kept to an absolute minimum• Producing and analysing MI, with the ability to succinctly explain findings to senior management and to confidently act or make recommendations based on those findings • Supporting, coaching and managing team members to maximise performance and service• Proven effective control of operational budgets • Responsible for ensuring Subject Access Requests (SARs) and ‘rights’ requests are carried out in line with the General Data Protection Regulation (GDPR)

Responsible for first line supervision of a team of consultants and administrators handling mortgage endowment sales complaints• Leading and managing the team to ensure a fair and accurate resolution to customer complaints and administrative requests• Managing workflow to ensure all tasks are allocated and completed within service level agreements and regulatory timeframes• Coaching and supporting team members to maximise performance. Managing individual performance against objectives and take action to guide, coach and monitor where necessary

Initially employed as a Consultant in 2005 before gaining promotion to Senior Consultant in 2010, this role involved thorough and professional sales complaint investigations into complex issues of a varying nature with high efficiency and accuracy• Regular quality sampling of peers and more junior consultants to ensure a consistent and exemplary standard of complaint handling is maintained. Coaching and mentoring others, including new starters, to achieve the mandatory level of competency in the role • Analyse information from multiple sources to arrive at fair and justifiable decision. Effectively document findings and provide the client with a clear and customer focused outcome• Undertake complex redress calculations to a high degree of accuracy to ensure customers are correctly compensated • Effective liaison with the Financial Ombudsman Service to justify and outline Legal & General’s position in a confident and professional manner, whether verbally or in writing• High level understanding of products and services, regulatory considerations and internal guidance and principles

Responsible for co-ordinating a small team tasked with supporting four account managers in addition to a large portfolio of Independent Financial Advisers.• Co-ordinating daily activities and tasks within the team and deputising for the IFA support manager, where required• Coaching account managers in newly introduced sales tools to ensure sales opportunities were maximised• Carrying out analysis and producing MI in relation to individual account manager performance and branch performance across various products for distribution to regional management