I have over 30 years experience in the general insurance world, mostly involved with claims and the complaints that these can sometimes generate. More recently, I was a member and later the manager of a Head Office Complaints Team function.I am down-to-earth, enthusiastic and hard-working and derive real satisfaction from reaching the correct outcome - either for the customer or the business. I learnt very early on that it is how you put the message across that makes all the difference in how that message is received. Of late I have been responsible for the consistency of complaints decision-making and the learning to be derived from the decisions made by the Financial Ombudsman Service.I still enjoy complaints and claims and may welcome a move that involves handling of complaint cases and not solely the analysis of the outcomes and the influencing of the views of those more closely involved on the claims side. That said I believe that I have acquired the necessary complaints case analysis and contract document review skills that can be transferred to a similar field in other business areas.I obtained a BTEC National Diploma early in my career and subsequently completed the ACII Insurance professional qualifications.