Experience

Parliamentary and Health Service Ombudsman

• United Kingdom
• Government Administration
• 200 - 300 Employee

• Complaints Handler

  • Apr 2021 - Present



Atlanta Group

• United Kingdom
• Insurance
• 300 - 400 Employee

• Contact Centre Support Team Advisor

  • Aug 2017 - Apr 2021

  Managed all customer service requirements via inbound/outbound calls, letters, and emails. Dealt with customer complaints through to resolution. Created and delivered training material and process guides for the business. Helped redevelop user interface system, including testing and troubleshooting. Managed shared database ensuring information was accurate and up to date. IT Support Expert for my department. Worked on projects alongside senior stakeholders. Responsible for updating the staff intranet with product information and FAQs. Member of employee engagement committee. Show less

• New Business Executive

  • Apr 2017 - Aug 2017

  Policy sales, amendments, payments, refunds, cancellations, renewals, specialist referrals and general enquiries. Dealt with customer complaints through to resolution.



Towergate Insurance

• Insurance
• 700 & Above Employee

• Account Handler

  • Nov 2014 - Mar 2017

  Responsible for a monthly book of business. Prepared renewal packs ensuring the information was accurate and up to date with policies and procedures. Dealt with escalated complaints. Identified process improvement areas and implemented change. Liaised with new starters to help improve their experience. Created email/text template documents to ensure customer’s received standardised, concise communication. Contacted Insurers to obtain correct contact details. Rewrote/remapped processes. Responsible for a monthly book of business. Prepared renewal packs ensuring the information was accurate and up to date with policies and procedures. Dealt with escalated complaints. Identified process improvement areas and implemented change. Liaised with new starters to help improve their experience. Created email/text template documents to ensure customer’s received standardised, concise communication. Contacted Insurers to obtain correct contact details. Rewrote/remapped processes.