I provide complaint management and assessment for a major investments and pensions provider. My role requires me to assess the suitability of advice given to clients. I would then respond to clients to inform them of my decision in relation to their complaint points and provide suitable redress when required.

I manage and deal with claims from clients who have been given bad advice to transfer their pension. We are a fund of last resort to regain losses where appropriate. I've recently taken a new role to train new recruits and returning members of staff

I've worked at Vodafone for over 1 year, bring my knowledge of fibre on the openreach network to my role. My previous experience of case management was also helpful in organising my customer queue, callbacks, engineer follow up and bookings. I'm required to pic up faults from first line and diagnose the issue and take appropriate action to resolve my customers issue from start to finish

I was responsible for taking over new customer complaints that my front line colleagues were unable to resolve after consulting with their managers. I also had to manage my own case load for customers that I may have not been able to resolve at the time due to working with other sections of the business to arrange a satisfactory outcome. I required a vast knowledge of how different departments operated and the processes they used. customer focus was my main goal, working to maintain three's… Show more I was responsible for taking over new customer complaints that my front line colleagues were unable to resolve after consulting with their managers. I also had to manage my own case load for customers that I may have not been able to resolve at the time due to working with other sections of the business to arrange a satisfactory outcome. I required a vast knowledge of how different departments operated and the processes they used. customer focus was my main goal, working to maintain three's reputation and provide the customer with an excellent service and experience at the same time Show less

My role is made up of customer service and technical support. I assist people with their mobile devices. I used my fault diagnosis skills to identify if it was a network issue, handset fault or account problem. I also gave general assistance with use of these devices and helped with apps. I also worked as a broadband support engineer. In both cases I was responsible for raising cases for further investigation, but with broadband I also assisted 2nd line and used more advanced tools to… Show more My role is made up of customer service and technical support. I assist people with their mobile devices. I used my fault diagnosis skills to identify if it was a network issue, handset fault or account problem. I also gave general assistance with use of these devices and helped with apps. I also worked as a broadband support engineer. In both cases I was responsible for raising cases for further investigation, but with broadband I also assisted 2nd line and used more advanced tools to check the fault for assignment of openreach engineers. My time at o2 has given me a very logical and methodical ideology to resolving customer issues but also the need to use exception customer service skills to show empathy and understanding to reassure customers, as being without there service can be extremely upsetting and cause financial and emotional distress. I also helped with the Customer Relations Team in helping them dealing with complaint escalations that managers where unable to resolve. Show less