Martin Frampton Email & Phone Number

London, England, United Kingdom

London, United Kingdom

• Specialised, managed and developed teams of up to 20 adjudicators resolving disputes between businesses and consumers. • Motivated adjudicators to meet and exceed challenging SLA’s set across quality, productivity, progression and customer service. • Coordinated the disputed liability team to successfully resolve over 600 of the services oldest and most complex cases in just three months.• Delivered training to over 100 adjudicators on how to handle difficult conversations, making calls more conversational and delivering excellent customer service.• Held performance reviews with team members on a regular basis, giving feedback both positive and negative to support individual development and address areas of concern. • Chosen to help recruitment for the contractor division of the business. Worked in conjunction with recruiters, Reed, to ensure they understood the organisation’s requirements. Conducted interviews and assessed completed case studies to ensure the right quality of candidate was selected. Successfully meeting the recruitment target within the challenging deadline set. • Selected to specialise in resolving escalated complaints about the service, the last line before escalation to the Independent Assessor (IA).• Contacted customers to resolve their complaint, concisely explaining my findings and putting things right when needed. Maintained control of challenging conversations when the outcome was not what the customer wanted.• Identified areas of improvement and provided feedback to the relevant managers and investigators to ensure development.• Significantly reduced the rate of referrals to the IA.

London, United Kingdom

• Assessing and resolving PPI complaints between consumers and financial businesses. • Investigate the mis-selling of PPI across a wide range of products, including mortgages, loans and credit cards.• Working to consistently hit productivity and quality targets. • Providing a high level of customer service through written and oral communication. • Managing a high case load ensuring all cases are progressed in line with service standards. • Working as part of a team, regularly sharing knowledge to maintain a consistent approach.

London, United Kingdom

• Conflict resolution between the bank and the customer. • Actively managing personal caseload and contribute to the achievement of team objectives• Working on targeted deadlines, often outperforming my targets, and achieving high quality scores.• Analysis of evidence from multiple sources, to producing a letter explaining my findings. • Making out-bound telephone calls to customers to gather information.• Peer checking cases for my team to ensure the teams quality.

• Detecting and preventing fraud using an array of tools and techniques.• Undertook deep dive analysis to spot fraud trends. Collated and presented these to senior managers with recommendations for prevention, which were accepted and implemented.• Gained an extensive understanding of the Data Protection Act and ensured this was adhered to diligently.• Promoted to Subject Matter Expert after only 5 months in the role.• Using Salesforce to respond to victims of fraud.

• Detecting and preventing fraud using an array of tools and techniques.• Promoted to Subject Matter Expert after only 5 months in the role.• Using Salesforce to respond to victims of fraud.

London, United Kingdom

• Volunteer police officer with the same power and responsibility of a regular police officer.• Using effective communication to maintain control of challenging situations. • Writing detailed and accurate reports and notes; potentially used in criminal trials.• Interpersonal skills from dealing with the public.

First Class (Hons) Bsc, Forensic Science, 1St

Activities and Societies: 2009 – 2010 - University of Kent Men’s Rugby Team Committee & 1st team captain • Final year project on Optical.

Education record

Activities and Societies: September 2005 – July 2006 - House Captain - Nominated by teachers to help run and organise school events..