Simon Lee Email & Phone Number

Warwick, Gb

Stratford-Upon-Avon, England, United Kingdom

Responsible for the Quality of complaint handling across the business and our suppliers. Owning the complaints training offering for staff. Managing the root cause analysis of complaints and driving change to accountable business areas through key stakeholders.

Stratford-Upon-Avon, England, United Kingdom

Head Office Stratford Upon Avon

I am currently responsible for the quality of complaint handling across the business and managing the FOS team. I undertake audits of complaint handling in any area of the company that deals a complaint, including our external suppliers. I am a referral point for technical advice on complaint handling and regulatory procedure for the business, as well as an advisor on escalated complaints. I will liaise directly with the Financial Ombudsman Service on particular cases that require an escalated… Show more I am currently responsible for the quality of complaint handling across the business and managing the FOS team. I undertake audits of complaint handling in any area of the company that deals a complaint, including our external suppliers. I am a referral point for technical advice on complaint handling and regulatory procedure for the business, as well as an advisor on escalated complaints. I will liaise directly with the Financial Ombudsman Service on particular cases that require an escalated input from the business. In addition my role involves coaching and developing our teams of complaint specialists and improving our complaint experience for the customer. I will also liaise with our business partners to build relationships and ensure we are compliant with regulation and providing the best service for our customers in line with wider business strategy. I am also responsible for delivering one off projects that have included changes to the business’ target operating model for complaints, introducing a new CRM system and process change following large regulatory shifts. Show less

Stratford Upon Avon

Complaint and insurance claims investigation. One on one dealings with customers and agencies along with external service providers: Loss adjusters, product repairer and motor/construction industry. I utilise various different areas of the General Insurance business in order to resolve customer complaints/issues. Accomplished customer relationship skills along with people management and project coordination skills. Frontline resolution and customer contact.Working with several… Show more Complaint and insurance claims investigation. One on one dealings with customers and agencies along with external service providers: Loss adjusters, product repairer and motor/construction industry. I utilise various different areas of the General Insurance business in order to resolve customer complaints/issues. Accomplished customer relationship skills along with people management and project coordination skills. Frontline resolution and customer contact.Working with several different departments of a business to get a resolution to customer issues.Social networking skills running the departments internal wall and blog with relevant information that affects other business areas whilst raising the profile of the customer services department. Show less

Stratford Upon Avon

Post sorting and franking. Liaising with courier services and internal stock organisation.

Doing concept art for new online game.Working with project leaders to come up with designs that express the ideas and vision of the games creators. Honing creative painting and drawing skills along with interpreting a brief and producing relevant new ideas.

Stratford Upon Avon

Waitering and preparing drinks/serving behind the bar. Cooking in the kitchen and stock management.

Stratford Upon Avon

Working on the oven fresh counter. Selling/cooking and preparing cooked meats and bakery.Organising stock and being front of house with customer interaction.

Bachelor Of Arts (Ba), Architecture, 2:1

Activities and Societies: Rowing

Education record

Education record