Bought By Many & Many Pets are making the world a better place for pet parents. Award-winninginnovative technology and exceptional customer service are at the heart of our offer: we now rank30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both BestPet Insurance Provider and Innovation of the Year.We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey.Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of differentpeople with different lived experiences and backgrounds, bringing their whole self to work everyday. Throughout the business, you will meet people who think differently, aim for impact, and loveto try new things. Our physical offices are modern, bright and open-with plenty of treats and greatfacilities and we provide practical support coupled with best-I-breed kit for homeworking.-https://boughtbymany.com/careers/-jobs@boughtbymany.com-https://www.glassdoor.co.uk/Reviews/Bought-By-Many-Reviews-E2165347.htm-https://www.youtube.com/user/boughtbymany

• Main Lead for new PIR process to ensure all processes were implemented and run smoothly. • Review of case handlers’ performance in regards to quality, target and attitude and ensuring that results were delivered to the operation.• Actively Collaborate with Operational mangers to drive new ideas and focus to the operation.• MI reporting to case handlers, Operation managers and to Head of Client. • Continuous improvement as a manger and team.• Reviewing QC and QA feedback.• Continuous RCA feedback to Operations.

• Part of new Pilot team managing and ensuring that processes were streamlined and continuously improving with a team of 65 handlers.• Review of case handler’s performance in regards to quality, target and attitude, and ensuring that results were delivered to the operation.• MI Reporting and correcting of any discrepancies.• Continuous team improvement in League tables.• Interacting with SMEs to provide coaching to underperformers within the team. • Reviewing of QC and QA feedback.• Continuous RCA feedback to Operations.

• Completion of complex redress calculations ensuring that customers were treated fairly.• Complex processes requiring high attention to detail while understanding and applying business rules.• Performed QC lite checks to ensure that the whole team was coming to the right outcome through the end to end process.• Reviewed and managed team members and caseloads to ensure target was achieved and came to the correct outcome for the Operation.• Continuous production of target.• Risk management. • Quality controls.• Review of failures and appeals and ensuring they have been correctly logged with the MI.• Initiation of Quality checklist improving the Operation’s Quality.

eviewing non-PPI and PPI complaints.• Complex processes requiring high attention to detail contacting the customers over the phone and ensuring that all details of the case were correct.• Assessment of SAR requests and updating regular MI reports to ensure that the processes followed are working efficiently. Delivered suggestions on how the processes can be improved.• 100 % QA feedback.• Continual over-production vs target.

• New project for the PPI Resolution Team.• Dealing with customer PPI complaints on a regular basis ensuring TCF and DISP requirements are adhered to. • Prioritising work to tight deadlines and managing large workloads. • End to end complaint Management.

• Completion of PBA complaints and ensuring that customers were treated fairly.• Complex processes with high attention to detail while understanding and applying business rules. Holistically view all evidence and assess any extenuating circumstances that would alter the customer’s outcome. Adhered to high targets and tight deadlines while managing a large workload and making courtesy calls for each case. • Risk Management.• Continual over-production of target.• Complaint handling.• Strong written and verbal skills.

• Completed complex redress calculations ensuring that customers were treated fairly. • Complex processes with a high attention to detail while understanding and applying business rules. • Quality controls.• Risk Management.• 100 % QA feedback.• Continual over-production of target.

• Reviewing the original file and reinvestigating the customers’ complaints on a regular basis ensuring TCF and DISP requirements are adhered to. • Documenting further findings and submitting these to Financial Ombudsman Services along with the original Report of Investigation.• Assisting new starters and developing their skills and knowledge in relation to the process, policy and procedure and preforming daily reports on their progress and any knowledge gaps. • Seconded to Team Leader of the SME team which required management of the SME Team who were rolling out training for all complaint handlers within PPI and reviewing new processes. • Team management and review of case handler’s performance in regards to quality, target and attitude and ensuring that results were delivered to the operation.• MI reporting.• Delivered successful coaching strategies.

• Analysing raw data in relation to debentures and lending, both secured and unsecured, and ensuring the transition of information onto the new systems.• Meeting with stakeholders and liaising with various departments to ensure the project runs smoothly and fulfils the client objectives.• Reviewing mortgage or other secured lending complaints/discrepancies and resolving the issue for the customer via direct customer contact and contact with other areas of the Bank. • Writing bespoke letters to the customers.• Workload management.• Excellent interpersonal and relationship skills.

• Dealing with customer queries throughout the day, adding to team’s daily MI reports. Maximise customer satisfaction by listening to their needs and finding the right solutions to meet their needs.• Dealing with customer PPI complaints on a regular basis ensuring TCF and DISP requirements are adhered to, whilst prioritising work and working to tight deadlines and managing a large workload. • Seconded to team management role and was the main lead for breached cases.• Updating daily MI reports and analysing the root cause of delayed of cases. • PPI Complaint Handling (Loans and Credit cards).

• This position involved speaking to customers over the phone and ensuring that all details of the case were correct and answering any queries that the customer may have in relation to the case or the companies’ processes.• This position enabled me to further develop my empathy towards different people in an ever-changing office environment and effectively adapt to changes in procedure.• Trained co-workers with best practices, how to guides and revision booklets to ensure continuous improvement.• Building Rapport with Customers.• Generating Leads.• Meeting targets and deadlines.