As a dedicated Insurance Quality Auditor and Complaints Officer, I bring a wealth of experience and expertise in ensuring a high level of service quality within the insurance industry. With a passion for improving processes and resolving customer concerns, I have consistently demonstrated my commitment to enhancing the overall customer experience.

Running a team of 25 advisors over 4 sections dealing with:Customer service enquiries for : Home insurance Landlord insurance Tenants insurance Mortgage payment protection ASU insurance Buy To Let insurance Car gap insurance Rent guarantee insurance Tenant referencing Travel insuranceInbound and outbound sales for : Home insurance Landlord insurance Tenants insurance Rent guarantee insurance Tenant referencingOn a daily basis I handle the day to day running of the team ensuring that our service levels are achieved by arranging adequate cover is provided where needed for each client. Dealing with escalations, complaints, queries, HR policies, training and coaching ensuring that all DPA and FCA requirements are met.

Supporting a team leader in running a team of 11 advisors dealing with inbound customer service queries. Dealing with escalations, complaints, complex issues, speaking to underwriters, account managers and HR matters in the absence of a team leader.

General customer service inbound call handling within a small team. Dealing with home insurance, car gap insurance, accident sickness and unemployment cover, mortgage payment protection & landlord insurance.

Received inbound calls from customers who were looking to cancel their services. Dealt with numerous queries from faults to installation issues.

Dealing with inbound queries from customers in relation to a non fault claim. Out-bounding to third party insurers to establish liability and process the customers claims quickly and efficiently to a high standard whilst ensuring DPA and FCA requirements were met at all times. During this time I was elected as an Employee Representative for the Doncaster Claims Department where I attended high level meetings and supported around 200 colleagues in redundancy.

Organising the processing and distribution of printed documents for Doncaster & Bassetlaw NHS trust.

Editing photographs to a high professional standard using adobe photoshop to an advanced level.