Experience

Clarion Housing Group

• United Kingdom
• Real Estate
• 700 & Above Employee

• Customer Service Executive

  • Oct 2019 - Present



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• Adjudicator

  • Jan 2018 - Jul 2019



The Rank Group plc

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Customer Service Representative

  • Nov 2014 - Nov 2016

  • Investigating and resolving escalated customer calls and reducing escalations • Resolving customer complaints and queries via email, phone and Live Chat service • Processing customer payment information and cash in & out transactions • Liaising with game providers, land based clubs and casinos to resolve customer issues • Logging call customer contacts within Salesforce and internal systems • Investigating and resolving escalated customer calls and reducing escalations • Resolving customer complaints and queries via email, phone and Live Chat service • Processing customer payment information and cash in & out transactions • Liaising with game providers, land based clubs and casinos to resolve customer issues • Logging call customer contacts within Salesforce and internal systems



Motability Operations Ltd

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Contact Centre Advisor

  • Jun 2014 - Oct 2014

  • Answering incoming customer, scheme partner and prospect customer calls • Resolving customer complaints and escalating where appropriate • Liaising with internal departments and external scheme partners • Arranged hire cars and vehicle recovery for customers • Arranged contract cancellations and vehicle collections • Took payments for cancellation fees and DVLA administration fees • Answering incoming customer, scheme partner and prospect customer calls • Resolving customer complaints and escalating where appropriate • Liaising with internal departments and external scheme partners • Arranged hire cars and vehicle recovery for customers • Arranged contract cancellations and vehicle collections • Took payments for cancellation fees and DVLA administration fees



Spabreaks.com

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Post Sales & Fulfillment Advisor/Complaints Handler

  • Jun 2014 - Oct 2014

  • Investigated and responded to all complaints from email, letter and social media • Confirmed all bookings with suppliers • Upsales to clients after initial booking • Courtesy calls and emails to all clients after bookings • Redemption of vouchers • Chasing and processing outstanding payments • Amendment and cancellation of bookings • Answering inbound customer service, payment and sales enquiry calls • Investigated and responded to all complaints from email, letter and social media • Confirmed all bookings with suppliers • Upsales to clients after initial booking • Courtesy calls and emails to all clients after bookings • Redemption of vouchers • Chasing and processing outstanding payments • Amendment and cancellation of bookings • Answering inbound customer service, payment and sales enquiry calls



Transport for London

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Customer Service Advisor

  • Apr 2007 - Sep 2013

  • Managed incoming complaints and enquiries through to resolution ensuring compliance with operational procedures and service level objectives • Prioritised my workload to ensure that all cases were resolved within agreed time frames which resulted in operational turnover times and promises to customers being met • Responded to all customer complaint cases by their preferred choice of telephone, email or letter. • Protected client privacy by ensuring confidentiality of complaint cases thereby meeting the requirements of the Data Protection Act • Data inputted all incoming telephone communications into a database classifying them by code. I would then produce a summarised report of the incident enabling other internal / external parties to resolve the case • Contacted internal departments and external partners via email and telephone. I would regularly use the intranet and internal software applications to source factual information which enabled me to resolve complaint cases • Supported colleagues by taking complaint escalations with the purpose of resolving the complaint which resulted in containment of the call and customer satisfaction • Adhered to the company handling policy and procedures on each call which enabled a structured approach which resulted in a consistent and fair process being applied to each customer case • Ensured I met operational targets by answering a specific number of telephone calls per day • Operational incident response, providing support to customer complaints in persons in the event of operational incidents on the Underground.