Lidia Pascual Jimenez Email & Phone Number

London, Gb

London, United Kingdom

London, United Kingdom

• Lead a Team of up to 15 individuals.• Recommend and implement operational processes and platform improvements within the department.• Risk related activity reports to help the Fraud Team to improve results of the security monitoring system.• Report and distribute management information highlighting areas for improvement and those of concern.• Participate in the recruitment and interviewing process for the department.• Meet assigned KPIs and Service Levels agreed.• Provide monthly feedback to members of the team and appropriate further training if necessary.• Make sure the team adheres to company policy, compliance and regulatory requirements.• Assist the Customer Service Manager with yearly appraisals and team development.

London, United Kingdom

Main Responsibilities:• Provide support to advisors in order to enable them to respond to queries effectively.• Responsible for the full lifecycle of the complaint from initial escalation to final destination and settlement.• Help with training and coaching the advisors in the existing products and procedures.• Preparation of written policies and procedures.• Take any managerial telephone calls and act as first point of customer escalation.

London, United Kingdom

Main Responsibilities:• Respond promptly to customer inquiries and handle and resolve customer complaints.• Perform customer verifications and record customer interactions and transactions onto the in-house system.• Communicate and coordinate with internal departments and follow up on customer interactions.• Consistently achieve KPIs to meet customer satisfaction. • Deal directly with customers either by telephone or electronically.

Madrid Area, Spain

Main Responsibilities:• Process orders, forms, applications and requests.• Manage administration.• Ensure that the service provided was correct and successfully completed.• Provide support to Sales Team agents in order to enable agents to place orders.• Manage customers' accounts and recording details of actions taken.• Deal directly with customers either by telephone or electronically.