Peter Moore Email & Phone Number

Manchester, Gb

Manchester, United Kingdom

My role as Complaint Hander started with receiving customer complaints, investigating the allegations and making a decision on how best for the business to proceed while considering the regulatory guidelines. Throughout my time in this department, I was also provided with additional responsibilities including; 1. Maintaining the ex-gratia requests throughout the business relating to complaints, primarily to ensure that the database was completely accurate when the 6 month submissions were provided to the Financial Conduct Authority. 2. I am the point of contact for Social Security Fraud and responsible for the providing of information to the Jobcentre Plus, Department for Work and Pensions and NFAN (National Anti-fraud Network). This role also included preparing witness statements when the cases were escalated to court proceedings. 3. Producing various MI reports for the business regarding upcoming workloads, daily requirements and assisting with noticing trends through route cause analysis. I am also responsible for providing monthly reports to Insurer Development, Marketing, HR and the Account Managers regarding complaints. 4. Leasing with the Claim Handling Service in regards to complaints relating to mutual customers. Due to the Claim Handling Service being appointed, we are responsible for making decisions and responding to their complaints, based on their processes. 5. When it was identified that our social media channels were essentially being used as a complaint platform, I was appointed to monitor these channels and deal with the complaints by responding directly on behalf of the business. The channels included Facebook, Twitter, Feefo, Trust Pilot and reviews.co.uk. This aspect of my role has since been transferred to the Live Chat Team, who continues to use me as a point of referral.

Sport City Manchester

While working at Sport City Manchester, I had a wide range of responsibilities which included setting up for televised athletic events such as the Paralympic World Cup, the under 21’s Internationals and the Amateur Athletic Association (trials for the Olympic games). The listed events were all aired live for the BBC, my role included liaising with the BBC to support with the preparation, being vigilant to avoid any breaches of health and safety during the event, measuring the sectors that were used on the throwing field and ensuring that equipment was available when required. I was also requested to support Sport City by providing cover for the Duty Managers when they were absent.

A+ Technicians Award, Computer Engineering

Education record