Malcolm Atkinson Email & Phone Number

• Responsible for general administration and workflow management relating to Financial Conduct Authority (FCA) remediation of complaints, adhering to confidentiality and data protection act.
• Required to regularly monitor complaints received via email, mail and all other channels.
• Providing administrative support in logging and processing up to 700 complaints monthly to meet service level agreement (SLA)
• Ensuring all records relating to customers’ complaints are kept up to date
• Required to adhere to all regulatory time scales so it is essential to have the ability to prioritise a busy workload.
• Liaising with other departments to ensure customers’ complaints are resolved appropriately.

Middlesbrough, United Kingdom

• Responsible for general administration and workflow management relating to Financial Conduct Authority (FCA) remediation of complaints, adhering to confidentiality and data protection act.
• Required to regularly monitor complaints received via email, mail and all other channels.
• Providing administrative support in logging and processing up to 700 complaints monthly to meet service level agreement (SLA)
• Ensuring all records relating to customers’ complaints are kept up to date
• Required to adhere to all regulatory time scales so it is essential to have the ability to prioritise a busy workload.
• Liaising with other departments to ensure customers’ complaints are resolved appropriately.

Middlesbrough, United Kingdom

• Responsible for handling, identifying, and taking ownership of customer complaints and Claim Management Companies (CMC’s) complaints for Payment Protection Insurance (PPI), Payment Break Plan (PBP) and Office of Fair.
• Improving the overall customer relationship by making customers aware of complaints procedures
• Resolving customers queries within agreed authority and time limit s
• Updating in-house AS400 and Respond systems with tasks completed including Customer Assessment Form (CAF)
• Informing customers and CMC’s the final resolution of their complaints by letter and advising them of their Financial Ombudsman Service (FOS) rights
• Making fair, impartial decisions on whether to uphold a complaint in line with company/regulatory frameworks

Middlesbrough, United Kingdom

• Taking incoming calls from customers who were suffering a hardship, inputting the details onto Job Centre Plus various systems and deciding if a crisis loan was appropriate.
• Contacting customers who had applied for a crisis loan and informing them if any award was possible after checking their details and circumstances.

Middlesbrough, United Kingdom

• All office duties, organising and following up of work.
• Stock control, carrying out tenders for local housing authorities.
• Ordering all materials for work to be carried out from local suppliers.
• Calculating and issuing of invoices.
• Responsible in ensuring all employee details were kept secure and up to date.