Mike Waldron Email & Phone Number

Warrington, Gb

Warrington, United Kingdom

Reporting to the Head of the Ombudsman Team, responsible for regulatory engagement in the telecommunications sector, decision making policy, transfer of knowledge through to operational colleagues and decision quality. Presenting key insight and performance updates to the regulator, also to trade bodies and service providers at industry level events and individually, throughout the year. Contribute to the reduction of disputes at source benefitting consumers and business. Resolution of individual disputes involving high value, high detriment, complex issues through to final decision.

Responsible for investigating and resolving complex disputes across multiple sectors. Completion of in excess of 2000 disputes. Covering telecommunications, property and invoice finance, exceeding standards for productivity and quality.Took ownership of complex cases, drafting final decision outcomes for authorisation by the ombudsman. Mentored junior investigators, empowering them to achieve a high standard of case handling and dispute resolution.

Manchester

Reporting to the Head of Rework, responsible for revisiting appealed disputes. Identification of where unaddressed concerns and potential systemic problems existed in relation to the quality of NHS provisioned care. Managed a demanding caseload delivering high quality outcomes on time.Employed effective communication to develop case management capabilities with my peers where decisions were amended. Identified where recommendations to improve NHS processes and overall care were indicated.Produced clearly written decision correspondence for NHS Trusts, patients and complainants, explaining the requirement for changed outcomes and detailed instruction for required actions.

Responsible for case management, and the investigation of disputes involving service standards and care delivered by NHS providers for the Healthcare Commission. Collaborated successfully with all parties including interaction with clinical experts and client staff to achieve consistency and high quality of work.Consistently achieved productivity and quality standards.

Ba (Hons), Economics

A-Levels: Mathematics, Physics, Economics, General Studies

Education record

GCSEs: Mathematics, English Lit/Lan, Economics, Geography, Combined Sciences, Design and Communication