Stephen Dickson Email & Phone Number

Cardiff, Wales, United Kingdom

Newport, United Kingdom

• To coach, support and develop 33 executive members of the Client Accounting Team to ensure a high level of customer service. To ensure effective control, and timely processing of customer requests in accordance with.
• Monitor staff performance output in line with pre-agreed monthly targets.
• Conduct regular 1 to 1s and monitoring to ensure the team progresses within their role.
• Provide technical assistance to the team ensuring complex queries are addressed.
• To be responsible for ensuring that all staff are compliant with relevant legislation and that every customer is dealt with fairly in accordance with TLS policies and procedures and within FCA principles and guidelines.
• To ensure that rotas and planned staffing levels are in line with predicted operational needs and undertake control activities to ensure customer requests are processed accurately within agreed SLAs.

Newport, United Kingdom

• Working directly with the Risk Manager to identify, assess, and help the business mitigate potential risks to the business. To provide the Risk Manager with support in the maintenance of the company risk and breach.
• Assist in the identification of loss events and emerging risks.
• Undertake risk analysis by identifying, describing and estimating the risks affecting the business.
• Maintaining the Breach reporting framework; supporting procedures, and ensuring their adherence.
• Work alongside colleagues across Target to provide on-going advice and guidance on risk assessment.
• Act as a Risk/Breach SME, dealing with queries and raising operational and service standards

Newport, United Kingdom

• To support Finance, Customer Services and Arrears Management by ensuring all transactions are accurately recorded and all transaction systems and procedures are maintained. Key Responsibilities
• Support the Finance team and Arrears Management team in processing payments.
• Keep abreast of all FCA guidelines and ensure that the principles of TCF are adhered to.
• Act as point of contact with other departments in resolving complex queries relating to transactions.
• Reconcile financial and operations data to provide an audit of transaction reports including data integrity reports.
• Achieve agreed objectives and targets in relation to supporting arrears management in posting transactions for deferments, write backs, claim payments; and card, cash and cheque payments.

Swansea, United Kingdom

• Providing exceptional customer care whilst working to prevent billing errors and protecting company reputation.Key Responsibilities
• Solving complex billing assurance issues and resolving customer complaints to a successful conclusion
• Auditing customers bills to ensure they are billed correctly, reducing the impact on the call centres
• Key point of contact for external printing company and call centre queries
• Elected union representative acting as conduit between team members and liaising with team managers
• Allocating call revenues in suspense, in accordance to Ofcom regulations