Miles Dobson Email & Phone Number

Manchester, England, United Kingdom

Leading a team of customer service representatives, ensuring they provide an efficient and friendly service for all investment queries.• Improved the team’s average call handling time by over 15% and customer satisfaction scores by over 20% through coaching an empathetic and common sense approach to problem solving. Using regular catchups and training sessions I support the team and wider department through regular process changes.• Designed and implemented new complaints process for reps – improved quickness of resolution, and decreased regulatory breaches for not identifying complaints in time by 80%

Coventry, England, United Kingdom

Part of a management group setting up a new company office. Leading a team of up to 16 contingent adjudicators, I ensure they complete their objectives - delivering answers to our customers in complex financial disputes including PPI and other insurance claims• Led projects over a number of months to test new more efficient ways to investigate and resolve complaints using a new model & framework – Increased team’s productivity on like-for-like complaints by around 20% through performance management and feedback. I analysed risk, monitored and assigned our human resource, monitored quality and communicated objectives.• With a focus on speaking in a friendly, respectful, human tone, I improved efficiency and effectiveness of team’s communication with our consumers through listening, coaching, feedback and training.• Increased overall team productivity through rigorous weekly work checking - highlighting progression issues and implementing improvement plans when needed. Where performance continued to be below required standard, implemented dismissal process.• Supported team through change to maintain productivity and quality standards – as business need meant there was a regular requirement for new types of work, working patterns & changes to personnel. I focused on clear, timely communication, and regular catch ups to help with wellbeing & stress management

London, United Kingdom

Led a team of up to 15 adjudicators, responsible for their wellbeing, motivation and performance. Ensuring they complete their objectives - delivering answers to our customers in PPI disputes.• Monitored and maintained high team productivity & quality through quality checks and feedback, setting clear targets and demonstrating core organizational behavior - doing the right thing, and doing what we say we’ll do.• Improved team morale through regular catch ups, focusing on well-being and clearly defining expectations.• Improved team engagement by creating and implementing new shift patterns across the pod based on a fairer, more even distribution of resource• Improved overall team attendance. I created clear, smart, achievable goals, monitored progress and held regular catch ups to drastically improve absence levels for individuals whose absence and time-keeping were below the required standard. This included both formal and informal processes.• Investigated and responded to complaints about our service, speaking in an clear and human tone, I provided reassurance and clarity to customers who were unhappy, and took steps to make things right when things had gone wrong – through feedback & training.

London, United Kingdom

Resolved PPI disputes between financial businesses’ and consumers, impartially weighing up evidence from both parties and applying relevant regulatory framework, rules, and reasonable expectations to decide on a fair outcome.• Mentored, coached and trained new adjudicators in our PPI academy – to instill the core company values, key skills and knowledge needed for the role.

London, United Kingdom

This role involved providing support to the ‘payment protection insurance’ complaints team, analysing and logging incoming correspondence to the business, and providing follow-up correspondence to consumers. The role also included general administration support such as photo-copying and filing, in a fast paced working environment.

Manchester, United Kingdom

My role included running the department during weekends and Managerial Holidays. Tasks included Customer Service, Data Entry, Sales, Creating new eBay listings, Price Checking, and using analytical tools. I was able to improve the efficiency of the department in several ways including introducing a new phone order process, creating new processes and information sheets, and using my knowledge to introduce bulk editing and online documents edited in real time to the department. I also improved customer service through creating new automated emails and a new answer phone service.

Atherton

This role included researching into vet tips and relevant news stories, then collating and entering the relevant data onto a spreadsheet. The information was then published on the Guide Dogs For The Blind iphone application. The role also involved researching the local area to find suitable locations for walking dogs.

Atherton

This role included dealing with applications within the National Volunteering Office. Tasks have included telephone admin and data entry, referencing applications, photocopying, scanning and letter sending.