Provided FOS support on a consulted basis:- Consulted to identify and develop a review process for FOS complaints. I helped to create a streamlined process & guidance procedure, which was successfully rolled out to the complaint handling teams in house.- Led a small team of QA’s and coached them on FOS complaint handling procedures, helping to establish a proper working practice in line with FCA guidelines/ICOB.

Managed and impartially resolved disputes between financial institutions and their customers on a case-by-case basis, and in line with FCA regulatory guidelines.

Provided senior support to regulated Complaints Handlers on an LTSB PPI project, specialising in training & development.

A target-driven and customer service orientated role, whereby proficiency was measured via performance KPI's and a Net Promoter Score. Initially a 4 week xmas temp contract, made permanent soon after joining due to my diligence.During my time with Vodafone, I quickly became the stores top-performing staff member, achieving outstanding sales figures each month. I would go on to end each month as the top-performing team member for 18 consecutive months before winning a Vodafone award for ‘Best Business Adviser, South West region’.The role included developing and progressing new leads as well as maintaining current business and client relationships, while maintaining a quality score of over 90%.