With over 20 years of work experience in the online retail industry, I am a seasoned and skilled leader in handling escalated and regulated complaints. My mission is to provide workable solutions that satisfy customers, comply with regulations, and enhance the reputation of the company. I have a proven track record of creating and managing a successful team of complaint handlers and correspondents at Next, one of the leading international online retailers with 700 stores.In my most recent role as the Head of Escalated Complaints at Next, I was responsible for overseeing all aspects of the complaint handling process, from training and coaching staff, to monitoring and reporting performance, to ensuring compliance with FCA and other regulatory bodies. I demonstrated my ability to handle complex and challenging situations, as we dealt with a 330% increase in complaints due to the Covid-19 pandemic, with zero FCA compliance failures. I also showed my passion for cross-training and empowerment, as I reduced the staff cost by £198,000 in 12 months, by reducing the headcount by 9 and increasing the productivity and efficiency of the team. I have excellent attention to detail, communication, and problem-solving skills, which enable me to deliver high-quality customer service and workable solutions.