Oscar Moore Email & Phone Number

Newhaven, Gb

Redhill, England, United Kingdom

As a complaints investigator within the travel team, I investigate and respond to customer complaints surrounding their travel insurance policies and claims. I actively resolve up to 30 complaints each week and provide a final response via phone and email that is in line with internal processes and FOS guidelines.I also liaise with The Financial Ombudsman Service on a daily basis as a point of contact for any complaints that have been escalated to their service and provide all the relevant information in order to aid their investigation.

As a Senior Complaints Handler within the Escalations Team, I handled between 30 and 40 complaints at any one time - these were complaints that had been officially raised or those that had been escalated from the frontline team where they were unable to resolve. I ensured that all complaints were assessed in accordance with internal standards and external legislative requirements before providing the customer with a resolution or company response within eight weeks, as outlined by the Energy Ombudsman. I was also responsible for writing deadlock letters for complaints where we were unable to agree a resolution, which allows the customer to approach The Energy Ombudsman.I helped support the complaints handling performance across the business by proving support and assistance to teams across the business and by providing direct feedback on areas of improvement for an individual, team or process. Within my first two months in the role, I was awarded Outstanding Performer of the Year which was an honour to receive especially as I had only just completed my training and is evidence to my commitment to the role. I had also received recognition as ‘Star of the Week’ on various occasions for my work ethic.

Newhaven, East Sussex, United Kingdom

Working in customer services, I resolved customer enquiries and complaints from over 3,000 independent and multi-site customers across three depots, via phone, email, live chat and social media, liaising with other departments and their account manager to ensure a resolution is achieved.Within my role I was responsible for introducing new processes to ensure that the customer journey is as efficient as possible, this includes a new credit request process and customer service reporting process.Most of the contact made through the Customer Service team were delivery enquiries, product faults and issues or complaints regarding quality of service or product. It was my role to ensure that the customer's enquiry is resolved and that any necessary action has been taken, including returns and refunds, replacement of a product, handling complaint escalations or compensation (if appropriate).I also managed the company's social media pages, including Linkedin, Facebook, Twitter & Instagram, growing the social base from near on zero. I ensured that an average of three content related and business relevant social media posts were posted each week and planned content based on the platform and the customer base.

Brighton, United Kingdom

As a Customer Service Team Manager within the company’s head office, I directly managed a team of up to 22 customer service advisors, 2 team leaders and 1 team performance coach in a busy and demanding call centre.Reporting to the contact centre manager and head of customer care, it was my responsibility to coach, develop and lead my team to delivering 'the extra mile' customer service via phone, email, live chat and social media. I lead the team to exceed personal and business KPI's of minimum 40 calls or 50 emails per day whilst being professional and allowing advisors to adjust and adapt to the customers needs based on their enquiry or complaint.As a customer service manager, I carried out regular quality assurance reviews, managed performance on an individual and team level, took ownership of management complaints and liaised with third parties to resolve the complaint or enquiry, including The Ombudsman should the complaint reach that level.

Brighton, United Kingdom

I worked closely with the GM and management team to ensure the business is as successful as possible. Together we manage a twenty strong workforce and maintain and AWT of £12k in the winter and £40k+ in the summer months. I have actively recruited, trained and managed members of the team and as a team we have planned various events for the summer to increase revenue.

Amesbury, Wiltshire, United Kingdom

I carried out a period of maternity cover as GM at a challenging business where I successfully recruited a full team and retained members of staff through training which in turn reduced the complaints per cover ratio after six months of continuous complaints. Additionally, I successfully increased the AWT from approx. £8k to £12k and developed a team member to a key holder position, taking responsibility for their training and development. I actively measured stock, finance and forecasts to reduce the gap between wet and dry ratio and increase efficiency. As a team we ran a charity fundraising event and raised over £250 for a local medical charity.

Peacehaven

I completed a period of relief cover as GM throughout the festive season before working as a deputy manager to support a newly appointed GM within the business. I was able to successfully rebuild a relationship between the front and back of house teams and provide consistency by reducing the stock deficit after a duration of irregular stock results and maintaining an AWT of approximately £23k. Additionally, I successfully reduced and controlled labour costs in line with forecasted budgets and developed two team members to team leaders, taking responsibility for their training and development.

Lancing

I worked closely with the GM to ensure the business was as successful and profitable as possible and together took ownership of the business as if it were our own. We worked together to maintain an AWT of £32k and manage forty members of staff. Additionally, I personally completed a NPS project and increased our NPS to 60% for a two month period. I also individually achieved two 5:5 audit results and a 5 star EHO result as well as developing two team members to team leaders and inducted a new assistant manager to the business.

Brighton, United Kingdom

I worked closely with the management team to ensure success in the day to day management of the carvery and bar operation that the business offered. Together we maintained an AWT of £18k and organised many events to improve sales and customer retention. From here I transferred to a new site in order to progress and seek new challenges.

Education record

Education record