Simon Lee Email & Phone Number

Liverpool, United Kingdom

I investigate, decide and write the final responses to service complaints on behalf of the firm. I am the point of contact for the Legal Ombudsman and I am responsible for file collation and correspondence with them, including jurisdiction challenges and analysis of preliminary decisions.I have sign off authority on financial remedies.I have clear and well developed lines of communication with Practice Group Leaders and National Heads of Practice, and Compliance and PII teams often advising the latter where service issues overlap.I provide guidance and review to improve complaint handling across the fee earning estate, including delivering face to face training focused to each specific practice area.I feed into Board reports on a monthly basis. I have training responsibilities for the junior members of the client care team

Birmingham, United Kingdom

Working for an independent second tier complaint handling body dealing with service issues about lawyers with the aim to improve customer service in the legal sector.Resolving complaints through evidence analysis, understanding and review. Emphasis on informal resolution or by a formal report supported by a detailed evidence bundle. Ensuring any resolution is appropriate and performed in a timely fashion. Where informal resolution fails, preparing a briefing note and evidence bundle for the Ombudsman to make a final decision.Managed a case holding of 20-28 cases varying in complexity across all legal areas; targets emphasis on closures per month, timeliness and quality.Identifying trends and continual learning; sharing best practice or feeding back areas for improvement with lawyers where appropriate. Reporting of conduct issues to the relevant regulator when necessary.Experience of Workpro and Microsoft Dynamics CRM systems

New Hall Hotel & Spa, Birmingham

A short term position following family relocation and settling in period to BirminghamKey responsibilities included managing a team of 18 staff, full and part-time over two restaurants (40 and 20 covers) and bar. Personnel reviews and goal setting; wet and dry stock controls; menu development; staff training in line with relevant health and safety, food safety and licensing law and regulations; development and review of departmental standards of procedure; complaints investigation and resolution, hotel wide duty management

The Parc, Cardiff

Recruited as part of a management team to establish 3AA rosette status and confirm 4star hotel rating following an extensive hotel redevelopment. Rosette and 4 star grading was confirmed in November 2008.Key responsibilities included: management of a team of 30 staff; managing change to a new brand standard in summer 2009; development and review of departmental standards of procedure; recruitment and interviewing; disciplinary matters; menu planning and development; staff training in line with relevant health and safety and licensing laws and regulations; wet stock controls; hotel wide duty management; complaint investigation and resolution; Use of Micros EPOS and Opera FOS systems

Tylney Hall Hotel, Hampshire

Divisional head with 6 direct HOD reports and tasked with maintaining 2AA rosette and 4red star status (acheived February 2007).Key responsibilities: stakeholder managment; overall responsibility for two restaurants, bar, room service, conference and banqueting (including two satellite suites); profit and loss analysis; menu planning and development; wet stock controls; complaint investigating and resolution; staff recruitment; disciplinary matters; hotel wide duty management; Introduction of staff to guest ratios which saw a 1% staff wage reduction for the business year 2007-8 and in the same period the team achieved 4% sales growth for year on year sales.Use of MIcros EPOS and Opera FOS systems

Tortworth Court, Thornbury

Bristol

Foundation Award In Ombudsman Practice

Ll.M, Public Law

Modules Studied Laws of Evidence Social and Economic Policy of the European Union Criminology Jurisprudence

Ll.B, Law

Third year specialisms: Laws of Evidence Transnational Crime European Law

Education record