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 outcome for our customers.• 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 their first 3 months. • 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.• Ensuring all new starters in our Academy received the appropriate level of training and support.• Ensuring MI was regularly updated and SLA’s were completed within the required timescales.• Administrative duties included updating operational training material, delivering probationary reviews and maintaining personal files.• Communicating with a variety of different individuals through weekly one-to-ones and daily team meetings.• Delivering process change and managing those changes in line with the operation.• HR involvement in relation to absence, leavers and disciplinary. • Delivering new starter training material.• Successfully supported both Team Managers and Case Handlers through a large scale redundancy process.Outcome Tester • Outcome Testing Case Handler’s work to ensure fair customer outcome and continued quality development.• Offering quality support feedback to Case Handlers and providing guidance for future improvement.Senior Case Handler• Adhering to complaint handler procedures in order to assess customer insurance complaints.• Ensuring a customer focussed environment and delivering a fair outcome. • Working to strict deadlines as well as maintaining quality and productivity scores.

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.