Mark Smith Email & Phone Number

Hook, England, United Kingdom

Hook, England, United Kingdom

• Senior point of escalation and subject-matter-expert (SME) within the department for complaints, consumer and third-party contract disputes and relevant statutory law, contracts and policy• Achieve fair resolutions for an escalated caseload of unregulated complaints and through oversight for two third-party regulated complaint procedures• Initiate change at daily operations level within the contact centre by hosting daily stand-up meetings, 1-to-1 coaching on report writing and… Show more • Senior point of escalation and subject-matter-expert (SME) within the department for complaints, consumer and third-party contract disputes and relevant statutory law, contracts and policy• Achieve fair resolutions for an escalated caseload of unregulated complaints and through oversight for two third-party regulated complaint procedures• Initiate change at daily operations level within the contact centre by hosting daily stand-up meetings, 1-to-1 coaching on report writing and challenging conversations, making and explaining decisions and cultivating positive stakeholder relationships to maximise team output and overachieve targets• Drive our corporate agenda through two weekly meetings with finance partners and strike high value settlements between multiple stakeholders in third party claims, particularly the Financial Ombudsman Service (FOS) and legal agencies• Map workflows inside the Customer Relationship Management (CRM) system for the team's executives to maintain service levels by efficiently investigating and responding to complaints• Engage a varied network of contacts across the automotive sector for sales, VAP, repair, finance, inspections, insurance and logistics in order to provide outstanding customer experiences Show less

Hook, England, United Kingdom

• Manage high volumes of unregulated low and medium-risk complaints end-to-end by conducting investigations into product/service dissatisfaction, decide then write final response letters and where required authorise goodwill and redress to clients• Chair two weekly meetings with external stakeholders for regulated complaint management, holding internal stakeholders accountable for their contributions and negotiating the best outcome for the business• Manage pre-action legal claims using… Show more • Manage high volumes of unregulated low and medium-risk complaints end-to-end by conducting investigations into product/service dissatisfaction, decide then write final response letters and where required authorise goodwill and redress to clients• Chair two weekly meetings with external stakeholders for regulated complaint management, holding internal stakeholders accountable for their contributions and negotiating the best outcome for the business• Manage pre-action legal claims using CRA, CCA and contract knowledge to deliver fair outcomes for clients that are also commercially viable• Inform senior management strategy by presenting commercial analysis and resolution proposals for high-risk complaints, researching and coordinating with legal/compliance, technical managers and people managers• Day-to-day administration of the business Trustpilot account, covering weekends as required• Coach and train junior executives on tools, solutions, policies and regulations which enable them to build competence and confidence Show less

Farnham, England, United Kingdom

• Communicate with customers and their lenders and brokers to secure funding before delivery dates on hire purchase (HP) and personal contract purchase (PCP) car finance agreements• Process product returns and retain customers using outbound phone calls and Zendesk tickets, adapting processes and offering incentives to improve customers' experience• Invoicing accountants for payments according to due diligence procedures - carrying out video verifications and proof document checks where… Show more • Communicate with customers and their lenders and brokers to secure funding before delivery dates on hire purchase (HP) and personal contract purchase (PCP) car finance agreements• Process product returns and retain customers using outbound phone calls and Zendesk tickets, adapting processes and offering incentives to improve customers' experience• Invoicing accountants for payments according to due diligence procedures - carrying out video verifications and proof document checks where required on a 48-hour SLA• Troubleshooting finance application errors by using information on brokerage platforms, identity verification software and second-line technical support to achieve sales• Training and coaching all new shift colleagues on customer service, handling challenging tasks, intervening where required to deliver high service standards Show less

Farnham, England, United Kingdom

• Operate multi-channel customer service and website support, specifically by inbound & outbound phone calls, LivePerson chat, emails & Zendesk tickets, to deliver sales and grow the brand during launch phase• Apply regulations and business policies to transactions to ensure compliance with industry KYC requirements while retaining business from non-compliant customers• Provide first-line website technical support and liaise with second or third-line technicians to assess and deliver… Show more • Operate multi-channel customer service and website support, specifically by inbound & outbound phone calls, LivePerson chat, emails & Zendesk tickets, to deliver sales and grow the brand during launch phase• Apply regulations and business policies to transactions to ensure compliance with industry KYC requirements while retaining business from non-compliant customers• Provide first-line website technical support and liaise with second or third-line technicians to assess and deliver agile fixes for affected customers• Handle customer complaints and remediation with a focus on reputational risk management for the brand, such as Trustpilot review turn-arounds• Support management by identifying training gaps, supervising and coaching junior executives and contributing to continuous process improvement in the new team Show less

Bath, England, United Kingdom

• Support store manager to grow the business in line with weekly and annual targets.• Run the store during opening and closing shifts always ensuring a safe place to work and shop• Key-holder responsibilities: Follow opening and closing checklists to ensure food hygiene and safety are met and on-site cash reconciled with till records. Investigate when checklists were not completed and resolve any discrepancies• Provide first line support for customers’ technical issues regarding… Show more • Support store manager to grow the business in line with weekly and annual targets.• Run the store during opening and closing shifts always ensuring a safe place to work and shop• Key-holder responsibilities: Follow opening and closing checklists to ensure food hygiene and safety are met and on-site cash reconciled with till records. Investigate when checklists were not completed and resolve any discrepancies• Provide first line support for customers’ technical issues regarding online orders and rewards app. Diagnose software problems and installed new software on new devices• Provide excellent communication with customers, in person, via telephone and email Show less

Bachelor Of Science - Bs, Politics And International Relations, 2:1

Activities and Societies: MusicSoc

A Levels

Gcses

Activities and Societies: Youth Engagement Council with local authorities in 2007 & 2008. Student Council representative 2007 & 2008