Simon Monk Email & Phone Number

Gillingham, Gb

Provide clear and reasonable answers to both consumers and businesses. Progress complaints within my workload, quickly and efficiently, whilst remaining impartial, fair and reasonable. Target driven to ensure consumers/businesses get an outcome within a reasonable timescale. Using problem solving and analytic skills to identify key complaint points raised by consumers. High level of communication skills to liaise with consumers, businesses and third parties.

Chatham, England, United Kingdom

Short term role supporting the Complaints Team. Logging complaints within regulatory timescales, ensuring they were accurate and allocated to the correct investigator. Logged praise following company policy, to ensure positive feedback was provided, and making sure this was communicated internally. Provide feedback to management and stakeholders regarding the complaints received.

Ensuring team provided a high level of service in Complaint Resolution. Training and coaching new starters to the team. Allocating and managing case load. Manage executive complaints for lending related concerns. Monitoring Quality through accreditations and route to competency. Lead on loan complaints resolutions. Manage team in absence of the manager. Relationship management with third party complaints and the CMCs & Solicitors Analysing data to make informed decisions in lending complaints. Keeping up to date with regulation changes & being industry aware.

Full understanding of FCA DISP requirementsHandling complaints within regulatory timescales, SRC, PSD2, ICO Discussing outcomes with customer, excellent verbal and written skills. Handling High risk Executive Complaints Multi Product knowledge – Cards and Loans Aware of Vulnerable customer treatment requirements through complaint handling

Ensuring team provided a high level of serviceCoaching and development Frontline complaint handling & escalation calls Update team on business information, team meetings and buzz sessions. Embed quality framework within the team cultureMonitor KPI’s

Education record

Education record