Peter Kaftanski-Rowley Email & Phone Number

London, Gb

- Handling escalations from Vulnerable Customers Customer Service Representatives and other Internal departments. Delivering structured support to on their requests, using my knowledge and experience.- Task Force based work where necessary.- First point of escalation for complex case support. Handling and taking ownership of complex and edge cases through to completion.- Collaborating with analysts on process improvements, guidance feedback and trends in escalations. - Working with stakeholders and other managers around the business and work effectively in team environment.- Responsible for minor updates to guidance in line with outcomes from complex cases.- Approving high value emergency credits (up to £500) using decision making skills and identifying the risks involved.- Calling and taking calls from vulnerable customers and emergency services/social services, liaising with other domains on complex customer queries that may sit outside of guidance.