• Working to high standards and prescribed approaches to carry out Customer Outcome Assessments.• Producing reports using prescribed templates, detailing the findings of individual assessments, issues and required actions. • Identifying and escalating emerging issues in the treatment of customers and potential areas for improvement, making recommendations as appropriate. • Engagement with partners to provide formal findings of Customer Outcomes Testing and promoting discussion on wider exposures, root cause analysis and actions required. • Maintaining up to date knowledge of the business and relevant regulatory requirements including regulator expectations for customer outcome assessment. • Identifying and escalating issues in respect of the Customer Outcome framework.• Operate within the BOIUK Operational Risk framework, ensuring any triggers or Issues and Events identified are recorded and escalated.

● Updating and implementing quality assurance framework across multiple areas of the business with a view to developing this into a compliance monitoring plan over 2022 to include snapshot and thematic reviews, gap analysis and also customer journeys. ● Reviewed all existing procedures and created an Operating plan for 2022 to update all outdated processes. ● Overseeing a team of assessors and ensuring a strong first line of defence with a view to implementing a second line of defence in line with the CMP of 2022/23.● Ensuring regulatory requirements are met throughout all actions.● Completing performance reviews for the team and all other managerial tasks as required while Manager was on LTs (Six months of contract)● HR and recruitment. ● Overseeing quality assurance reviews (including reviewing documents, correspondence, emails and webchat) to ensure individual and team compliance with internal guidelines and policies. ● Creating processes to track processes including SLA’s, remediation and appeals process. ● Horizon scanning to understand and continuously review the CMP and amend as required to stay current.

● Evolved into a Compliance Monitoring role involving timely completion of Snapshot reviews, Gap Analysis, Thematic reviews, end to end customer journeys and deep dives, as well as risk Analysis (SWOT) and trend analysis. ● Producing TOR’s and work programmes and recommend areas requiring compliance review within the business. ● Contributing to an efficient and effective 2nd line of defence through delivery of high-quality reports and deliver all reports within timescales detailed within the Compliance Monitoring plan. ● Assist with the review and implementation of regulatory change in the business, including through proactive analysis of changes within specific business units – thrugh completion of the aforementioned reviews. ● Undertake regulatory gap analyses and make proposals to address findings. ● Completing risk /dip testing to review areas of the business are remaining compliant and to ensure a consistent approach between Compliance and Operations. ● Maintaining full and accurate electronic compliance monitoring folders which include final signed-off TOR’s, drafts, final reports and evidence of distribution, agreement, and implementation. ● Providing high quality and timely compliance advice and support to individual business units and department managers to support them in exercising their responsibility for complying with regulatory requirements. ● Proactively identiy opportunities to further ensure the fair treatement of our customers. ● Being a driving force to ensure the best customer outcome is provided by being part of the 2nd line of defence for the business.

As part of the complaince team I audit agent calls to comply with internal and external processes.

Performing market research surveys for a wide range of companies including housing associations, local councils and the Metropolitan Police.Data entry; inputting questionaires into a database.Administrative tasks as required.

Taking part in a winback campaign in order to retrieve customers who have switched away from British Gas to other suppliers. Acheiving daily and weekly targets.Reason for leaving: Company lost BG contract. Took voluntary redundancy.

Taking part in a winback campaign in order to retrieve customers who have switched away from British Gas to other suppliers. Acheiving daily and weekly targets.Reason for leaving: Unsuitable working hours.

School's OutWorking as an after-school carer for children aged eight to thirteen in an unstructured play environment.

Main duties were operating a helpline number offering Ford/Nectar customer promotion.Performed administrative tasks to improve team efficiency.Reason for leaving: Illness.May2004-November2004 Unemployed due to illness