Mark Ward Email & Phone Number

Harrogate, England, United Kingdom

Complaints: Owning and managing the end-to-end process for complaints management implementing LINK’s service procedures, policies, and standards, including: Ensuring consumer contacts and complaints are correctly assessed, resolved, and responded to within agreed timescales.Engaging with complainants through calls, e-mails, and letters.Analysing.

Harrogate, England, United Kingdom

• Owning the end-to-end process for consumer information contacts and complaints, implementing LINK’s service procedures, policies, and standards.
• Ensuring that information contacts and complaints are correctly assessed, resolved, and responded to within agreed timescales.
• Supporting the Chief Risk Officer and the Head of Compliance in the delivery of LINK’s information handling and complaint management approach.

Rotherham, England, United Kingdom

Managing the complaints process by taking ownership of escalated complaint cases and resolving satisfactorily, in accordance with company process and procedures, and within the Regulator’s complaints handling rules. An SME across the business for complaint handling, sharing knowledge, experience, best practice and providing constructive feedback to all.

Wakefield, England, United Kingdom

Planning routes and distributing parcels in the WF area to assist during the Covid-19 outbreak on a temporary basis.

Leeds, United Kingdom

• Created and mentored a Customer Relations team that provided a quality resolution of all external consumer and regulatory complaints.
• Reduced the percentage of complaints that were escalated to regulatory level to less than 1% and ensured that a potential £1.5m of regulatory case fees were avoided
• Maintained a strong relationship with Regulatory Bodies
• Implemented a comprehensive training plan, based on successful interaction with both competitors and organisations from other industries to understand complaints best practice
• Maintained low staff turnover rates due to high engagement with team
• Integrated complaint handling functionality for several important B2B2C clients, and maintained strong relationships with these organisations

Leeds, United Kingdom

Responsible for a large team of complaint handling experts who handle a wide range of consumer data requests and queries over a variety of channels with a commitment to providing the highest standards of customer care. A former company spokesman on industry-related topics.

Batley

Responsible for content of the official website of a semi-professional Rugby League club operating within the RFL's Championship structure after previously administering an independent supporters' website for the same club. Also responsible for match reporting and interviewing within the club.

Norwich, England, United Kingdom

Spent several seasons devising and writing articles for the Matchday Programme of a professional football club operating within the FA Premier League and Football League Championship.

Halifax, United Kingdom

Responsible for producing copy for the official match day programme of a professional football club operating in the fourth and fifth tier of the Football League pyramid.

Halifax, United Kingdom

Responsible for handling executive correspondence relating to banking products, addressed to senior executives within the organisation. A specialist in Current Account work.

Leeds, United Kingdom

Responsible for production of marketing literature for hardware distribution company, and previously also involved in both buying and sales.

Morley

Responsible for the design of lighting and small power schemes for Sandcastle Leisure Centre in Blackpool and Afan and Ogwr Borough Council offices in Port Talbot and Bridgend.

Electrical Design Engineering

Electrical Design Engineering

Education record

Activities and Societies: Chairman of General Purposes Committee Educated to GCE 'A' level standard