• Assess, review and arbitrate housing complaints that have reached the Ombudsman stage.• Write a clear and objective report on the findings of the investigation, concluding any relevant recommendations, orders or compensation, ensuring my findings are fair, proportionate and founded on evidence

• Quality Auditor: Provide feedback to call centre agents who are working with customers in early arrears within the energy industry and the financial sector, ensuring they are compliant with the latest regulatory guidelines.• Complaints Auditor: Provide feedback to call centre agents who are working on resolving customer complaints in the energy industry.• Development coaching: Coach and develop new Quality Assurance Advisors, providing one-to-one feedback, running group calibration sessions, as well as continued support and training.

• Email and letter correspondence: respond to customers’ letters and emails who are in arrears.• Complaints Handler: manage and resolve customer complaints via letter and email.• Vulnerable customer specialist: supporting vulnerable customers with their accounts; liaising with third parties, care workers and appointed debt management companies, on the customers’ behalf.

• Debt Collection: Negotiating repayment of arrears for a variety of contracts, including HMRC, Birmingham City Council, BT, ScottishPower and SKY. • KPIs: Working in a highly targeted environment, ensuring the fair treatment of the customer, and working towards the best outcome for customer and client.

I worked in a busy warehouse based in Redditch on a short-term contract during the Christmas PEAK period. I was mainly employed as a Picker however, I was cross trained in other areas, such as Put Away, stock replenishment, loading and unloading lorries.

I worked in a busy kitchen, preparing and cooking hot and cold meals to order. Liaising with the landlord, I was responsible for a small team of staff including: a kitchen porter, an assistant cook and two waiting staff. I was responsible for ensuring high standards of food and customer service. Other duties include: ordering and monitoring stock, devising and implementing cleaning schedules and general administrative duties.

Contracted to Thames Water, I maintained and optimised Pressure Reducing Valves in London and the surrounding areas. Working as part of a small team of engineers and technicians, I travelled daily from Birmingham to various different areas in order to optimise the efficiency of underground water pressure valves, maximising profitability and minimising water wastage. I was responsible for ensuring that the PRVs were in perfect working order to guarantee Thames Water customers received exceptional customer satisfaction. I consistently met and exceeded targets continually performing to a high standard. PRV Maintenance: Our main objectives were to complete major and minor services on the pressure valves that consisted of carrying out diagnostic mechanical repairs so that the valves worked to a high standard, whilst adhering to strict Health and Safety guidelines due to the dangerous nature of the work. As a team, we developed relationships with Thames Water NSTs (Network Service Technicians) for effective and efficient work to be carried out to an exceptional, yet swift, standard.Optimisation: Looking at water pressure data, I lowered and raised water pressures to save money for our clients and ensure customer satisfaction.Domestic Logging: I quickly achieved sole responsibility for the organising and distributing of Domestic data loggers for the London Provinces, where I was responsible for my own van and asked to work independently. I believe I flourished with my organisational skills and also my computer skills, both of which were imperative to the success of the contract. I had to form spreadsheets to collate and analyse data that I collected from Wessex Controllers and Primayer Loggers that I had distributed. Furthermore, I also was responsible for training other Logging Technicians, writing my own Step by Step guide for the role of Logging Technician.Re-actives: In some cases I was asked to respond to emergency situations.