Tom Jackson Email & Phone Number

Leicester, United Kingdom

• Working specialist complaint types and achieving fair outcomes for customers and the RBS group.• I have excelled beyond the expected quality and efficiency targets consistently for over 5 years. • I have successfully worked the following complaint types: Direct Debits, Standing Orders, PPI, Account Transactions, Loans, Pensions, Charges and Interest, ISA’s, Account Switching, Dormant Accounts, Automatic Transfers, Overdrafts, Account/Card Transactions, Online Banking and General… Show more • Working specialist complaint types and achieving fair outcomes for customers and the RBS group.• I have excelled beyond the expected quality and efficiency targets consistently for over 5 years. • I have successfully worked the following complaint types: Direct Debits, Standing Orders, PPI, Account Transactions, Loans, Pensions, Charges and Interest, ISA’s, Account Switching, Dormant Accounts, Automatic Transfers, Overdrafts, Account/Card Transactions, Online Banking and General Service.• I have processed detailed redress calculations for all complaint types.• I have issued detailed and accurate responses to customers by telephone, letter, email and webchat. • Personally chosen by Ross McEwan CEO of The Royal Bank Scotland to personally work and investigate specific complaint types in which I specialised. Show less

Leicester, United Kingdom

• Managing a team of 14 Complaint Specialist’s for the RBS Group.• Providing accurate Quality Assurance Checking for the team regarding their Complaint Files.• Quality checked staff’s complaint files on a number of process such as Direct Debits, Standing Orders, ISA’s, Online Banking, Automatic Transfers, General Service, Charges and Interest, Loans, Overdrafts.• Maintained the highest quality score in the RBS Group in Leicester, of 96%, for complaint files externally checked during… Show more • Managing a team of 14 Complaint Specialist’s for the RBS Group.• Providing accurate Quality Assurance Checking for the team regarding their Complaint Files.• Quality checked staff’s complaint files on a number of process such as Direct Debits, Standing Orders, ISA’s, Online Banking, Automatic Transfers, General Service, Charges and Interest, Loans, Overdrafts.• Maintained the highest quality score in the RBS Group in Leicester, of 96%, for complaint files externally checked during my time as manager. • Achieved new efficiency records within the RBS Group in Leicester for the specific complaint types I managed. • Used unique and thought provoking techniques such as “Sports Coaching” to continuously improve staff’s performance. Show less

Leicester, United Kingdom

• Compiling and providing training to new staff for the RBS Group.• Training staff on dealing with customer service calls for Private Banking customers.• I drastically improved the trainee’s customer service skills and efficiency before going to the live floor to engage with customers.• Over 100+ staff members passed through my training, all with a much better understanding of customer service, sales and bank processes.

Leicester, United Kingdom

• Taking telephone calls and ensuring customer satisfaction to a high standard.• Resolving problems and helping customer with all queries.• Being polite and professional and giving customers help and honest advice.• Managing customer complaints until they come to a resolution.• Office duties including composing emails, planning and arranging appointments and navigating around back and front office systems.