Robert Hough Email & Phone Number

Wavertree, Liverpool

The day to day responsibilities of the role are to take ownership of PPI complaints at the final stage of work flow, quality checking them to ensure all previous action on the complaint is accurate and complaint with FCA standards before corresponding with and paying the customer.I possess full experience of review, redress and remediation work streams, achieving high productivity targets consistently without compromising quality scores.Excellent attention to detail is required… Show more The day to day responsibilities of the role are to take ownership of PPI complaints at the final stage of work flow, quality checking them to ensure all previous action on the complaint is accurate and complaint with FCA standards before corresponding with and paying the customer.I possess full experience of review, redress and remediation work streams, achieving high productivity targets consistently without compromising quality scores.Excellent attention to detail is required, complimented with expert communication skills to relay the final decision to the customer.I have been appointed the 'Communication Champion' role for the team which involves me absorbing all bulletins and briefings across the Advocacy Department and highlighting to my colleagues the ones that are important for our specific role.Full experience of the Microsoft Office as well as a number of banking industry software programmes. Show less

Widnes, Cheshire

The key duties of the role were to manage and investigate complaints received from customers relating to financial products they have purchased from the business. The role requires a large element of judgement. Decision making is key, with the ability to understand and apply technical knowledge.Working with a full understanding of compliance and quality standards set out by the Financial Conduct Authority, there is a requirement to have the ability to think from a wider perspective and… Show more The key duties of the role were to manage and investigate complaints received from customers relating to financial products they have purchased from the business. The role requires a large element of judgement. Decision making is key, with the ability to understand and apply technical knowledge.Working with a full understanding of compliance and quality standards set out by the Financial Conduct Authority, there is a requirement to have the ability to think from a wider perspective and challenge the 'status quo' also displaying the ability to build and interpret evidence.The role requires excellent investigatory skills, sound judgement and decision making skills, excellent communication skills (both verbally and written), customer focus with a 'can do' attitude, a desire to learn and understand, self motivation, organisation and an ability to take ownership of issues. In May 2014 I was promoted to the role of ‘Subject Matter Expert’, providing support for the department as a whole becoming a ‘one stop shop’ for both existing and new staff utilising my acquired expertise. The role of SME gave me the opportunity to design training on areas of the Complaint Handler role, also scheduling and delivering that training. I was also responsible for 'Quality Checking' newer Complaint Handlers as well as offering feedback and mentoring those in their probationary period. I worked closely with both Quality Assurance and Compliance Departments to both build on my knowledge and understanding and offer the benefit of mine.I also dealt with FOS complaints on behalf of Home Retail Group providing analysis and a bespoke Business Response on a case by case basis. Show less

Widnes, Cheshire

VoiceSage is a recorded call or SMS delivery tool used to maximise efficiency with the Call Centre environment.In a diverse role, the responsibilities were many but primarily existed of designing, loading and delivery of VoiceSage campaigns, including adjustment of pacing in response to on the day volume spikes, reporting on all campaigns, Real Time analysis, financial analysis, design and documentation of process and leading debate on best practice.My achievements included… Show more VoiceSage is a recorded call or SMS delivery tool used to maximise efficiency with the Call Centre environment.In a diverse role, the responsibilities were many but primarily existed of designing, loading and delivery of VoiceSage campaigns, including adjustment of pacing in response to on the day volume spikes, reporting on all campaigns, Real Time analysis, financial analysis, design and documentation of process and leading debate on best practice.My achievements included streamlining existing use of Voicesage tool and cut costings by over £300k per month, designing a reporting suite with the ability and function to reconcile and analyse costing. Introducing a number of new business processes to cut down on required resource and also implementing pro-active planning to cope with Crisis Management.. Show less

Widnes, Cheshire

Within this role I Interpreted data and developed recommendations based on findings. development of graphs, reports, and presentations of service level results were also involved throughout my tenure. I Performed statistical analyses for both project work and day to day contact centre performance. I Created and presented quality dashboards. I also generated routine and 'ad hoc' reports on demand. I displayed excellent investigatory and trouble shooting skills. I gained a proficiency in MS Word,… Show more Within this role I Interpreted data and developed recommendations based on findings. development of graphs, reports, and presentations of service level results were also involved throughout my tenure. I Performed statistical analyses for both project work and day to day contact centre performance. I Created and presented quality dashboards. I also generated routine and 'ad hoc' reports on demand. I displayed excellent investigatory and trouble shooting skills. I gained a proficiency in MS Word, Excel, Access, and PowerPoint. Show less

Widnes, Cheshire

The role was to coordinate and process the performances of Contact Centre Advisers and Team Managers across 3 contact centres in line with Reward Scheme guidelines.Plainly put, I was responsible for the calculation and payment of staff bonus for nearly 2000 staff across the 3 contact centres that Home Retail Group had in operation at that period. This involved with working closely with Team Leaders and Contact Centre Managers, issuing communications to clarify both the bonus process and… Show more The role was to coordinate and process the performances of Contact Centre Advisers and Team Managers across 3 contact centres in line with Reward Scheme guidelines.Plainly put, I was responsible for the calculation and payment of staff bonus for nearly 2000 staff across the 3 contact centres that Home Retail Group had in operation at that period. This involved with working closely with Team Leaders and Contact Centre Managers, issuing communications to clarify both the bonus process and also the financial amounts each member of staff would receive. I developed a close working relationship with both our HR department and Payroll Department. Show less

Widnes, Cheshire

the role was to ensure I did everything possible to help our customers using skill and knowledge with courtesy and efficiency. Answering all incoming calls or contacts promptly, pleasantly and with courtesy. Listening carefully to each customer to ensure I understood what they needed, asking questions to check understanding if necessary so that I could resolve any problem to their satisfaction. assuring dissatisfied customers by apologising for the problem and then finding a solution. Entering… Show more the role was to ensure I did everything possible to help our customers using skill and knowledge with courtesy and efficiency. Answering all incoming calls or contacts promptly, pleasantly and with courtesy. Listening carefully to each customer to ensure I understood what they needed, asking questions to check understanding if necessary so that I could resolve any problem to their satisfaction. assuring dissatisfied customers by apologising for the problem and then finding a solution. Entering data and information accurately. Welcoming new colleagues to the team and helped them to learn the role.Displaying excellent listening and communication skills. Displaying the ability to handle difficult conversations in a calm manner. Showing a positive attitude towards people whilst being confident to tackle problems and issues. Show less

Duties include: Single-handedly providing the administration support for all recruitment within ‘The Environment Agency’ for the Anglia region. Dealing with queries (via phone & e-mail) about job descriptions from applicants, and liaising with internal contacts. Dealing with all applications, implementing a scheme to record and file these accurately, sending these off to recruitment panels, organising interview times and dates. Drafting and sending out letters of acceptance or decline… Show more Duties include: Single-handedly providing the administration support for all recruitment within ‘The Environment Agency’ for the Anglia region. Dealing with queries (via phone & e-mail) about job descriptions from applicants, and liaising with internal contacts. Dealing with all applications, implementing a scheme to record and file these accurately, sending these off to recruitment panels, organising interview times and dates. Drafting and sending out letters of acceptance or decline, arranging feedbacks for unsuccessful applicants. Show less

Duties include: Offering a front line service for the DfES in the ‘Public Enquiry Unit’. This involved dealing with queries within a wide range of natures in the formats of telephone calls, e-mail and letters. Dealing with internal and external partners in order to gain accurate response for customers. Knowledge of Legislation necessary as was good PC literacy.

Liverpool, United Kingdom

Heaven Stereo. Semi-professional musicians who also organised events for other groups including booking venues, ordering merchandise, arranging insurance and promotions as well as linking up with well-known charities.

Btec Nat Diploma, Art & Design, Merit

Art & Design - BTEC Diploma

11 Gcse'S & 3 'A' Levels, A-C

11 Gcse'S Grade A* - C