Ruth Cooper Email & Phone Number

Guildford, Gb

London, England, United Kingdom

London, England, United Kingdom

I worked for the Financial Ombudsman Service, an alternative dispute resolution body, that investigates complaints about regulated financial businesses in the UK.I investigated and resolve complaints about financial products including insurance, mortgage and banking products.Duties included:Day-to-day management of complaints, including the administration of complaints, using the service’s CRM.Requesting relevant information from the financial business, and analysing… Show more I worked for the Financial Ombudsman Service, an alternative dispute resolution body, that investigates complaints about regulated financial businesses in the UK.I investigated and resolve complaints about financial products including insurance, mortgage and banking products.Duties included:Day-to-day management of complaints, including the administration of complaints, using the service’s CRM.Requesting relevant information from the financial business, and analysing the information to determine if the business has followed its processes.Writing opinions of complaints, including recommendations for resolution.Communicating the outcome of complaints to the relevant parties by phone and in writing.Keeping up-to-date with developments and changes in the wider sector, and in the service’s approach to complaints and current issues.Being the first point of contact for complaints during weekly phone shifts on the service’s main helpline, including: ~ Answering queries about the types of complaints the service can look into and the service’s processes.~ Providing information about financial products and clearly explaining how they work.~ Taking consumers through the process of logging a complaint with the service. Show less

I worked for the Health and Care Professions Council (HCPC), a statutory regulator whose function is to set the standards for, maintain a Register, and monitor the fitness to practise of health and care professionals in the UK. I managed the investigation and resolution of complaints about the organisation. I set the complaints policy and process, and ensured that these were properly adhered to. My role sat in the Secretariat and I reported to the Board and Council.I led a… Show more I worked for the Health and Care Professions Council (HCPC), a statutory regulator whose function is to set the standards for, maintain a Register, and monitor the fitness to practise of health and care professionals in the UK. I managed the investigation and resolution of complaints about the organisation. I set the complaints policy and process, and ensured that these were properly adhered to. My role sat in the Secretariat and I reported to the Board and Council.I led a successful project to implement the ISO Standard for complaints handling, ISO 10002, across the organisation. The organisation successfully certified against the Standard with the British Standards Institute (BSI).Duties included:Day-to-day management of complaints including the recording and assigning of complaints.Being the first point of contact for complaints about the organisation.Providing feedback and mentoring managers on their investigations and complaint responses. Investigating and responding to second stage complaints.Identifying corrective actions and ensuring that improvements were made to systems and processes.Drafting responses to complaints and correspondence for the Chief Executive and Chair of the Council.Reporting complaints to the Executive Management Team on a monthly basis.Being a member of the Quality Assurance team. Show less

Personal Assistant responsible for running the office of the Director of Operations and the first point of contact for him. The role included administrative support to four heads of department and project support for projects including IT upgrades, systems integration and information security compliance. Duties included:Diary managementManaging the Director’s day-to-day workload and taking on work as appropriate, including drafting correspondence, preparing… Show more Personal Assistant responsible for running the office of the Director of Operations and the first point of contact for him. The role included administrative support to four heads of department and project support for projects including IT upgrades, systems integration and information security compliance. Duties included:Diary managementManaging the Director’s day-to-day workload and taking on work as appropriate, including drafting correspondence, preparing presentations, and writing reports. Preparing and briefing the Director for internal and external meetings and events. Drafting and presenting Committee papers and reports.Being the first point of contact for complaints about the organisation.Logging complaints about the organisation and reporting on complaints to the Executive Management Team and Finance & Resources Committee. Assisting the Head of Business Process Improvement with internal audits.Being a project board member for an information security compliance project.Being seconded part-time to the Project department to provide project support, including the preparation of project plans, project documentation, management of project budget and approval of project spend. Show less

Duties included: Application processing and data processing for entries to the HCPC Register. Meeting and assisting registrants at Reception.Responding to queries by letter and email and telephone. Being the first point of contact for queries during regular phone shifts on the organisation’s main helpline.

Pgcert, Dispute Resolution

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Bachelor Of Science (Bsc), Biomedical Sciences, General