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
• 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.
• 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.
• 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

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.
• 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 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

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
• 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
• 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.
• Provide first line support for customers’ technical issues regarding… Show more
• 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