Richard Smith Email & Phone Number

Manchester, England, United Kingdom

Liverpool, England, United Kingdom

• Worked as part of the business’s unaffordable lending project – involved in the continuous development of business process, and analysis of account behaviour and external credit reference data to determine the correct.
• Financial Ombudsman Services (FOS) complaints team. Typically handling FOS referrals which require a significant in-depth investigation and carry a risk to the reputation of the business.
• Maintaining an unbiased view of each individual referral complaint, ensuring that “Treating Customers Fairly” principles are applied throughout.
• Contacting customers and conducting a thorough review of their concerns to ensure a fair outcome in line with FCA regulations.
• Liaising with various business departments to ensure responsible account management.
• Previously worked as part of the business’s redress team calculating customer insurance refund payments, before progressing to our Credit operation after high productivity and strong quality scores.

Chester, United Kingdom

• Team Leader
• Managing teams to success during their time with our Academy and setting a standard for future individual progression within the company. The majority of the Case Handlers I worked with made internal promotion within.
• Managing under-performing individuals and providing further business support to improve productivity and quality scores.
• Managing key performance related figures and identifying and resolving individual and team trends in relation to fail areas.
• In depth knowledge of insurance policies and procedures. Ensuring my team delivered a first class customer experience within a call centre environment.
• Liaising with Team and Operations Managers to ensure our operation ran effectively.

Liverpool, England, United Kingdom

Retail operative position. Customer service played a major part within this role, providing the best shopping experience possible.

Liverpool, United Kingdom

Worked as part of a small team inputting client information into a database using Sage Line 50 whilst working with daily targets.