Experience

Alsters Kelley Solicitors Limited

• United Kingdom
• Law Practice
• 1 - 100 Employee

• Risk and Compliance Officer

  • Apr 2023 - Present



Legal Ombudsman

• United Kingdom
• Legal Services
• 100 - 200 Employee

• Investigator - Legal Complaints

  • Jan 2020 - Apr 2023

  • Resolving complaints between consumers and legal service providers • Communicating with a diverse range of people professionally by both phone and email • Working to targets whilst displaying correct behaviours at all times • Dissecting often large volumes of information and decided what is relevant to the specific complaints at hand • Use my negotiation and persuasion skills to achieve appropriate outcomes • Role requires emotional resilience which I display on a daily basis • Resolving complaints between consumers and legal service providers • Communicating with a diverse range of people professionally by both phone and email • Working to targets whilst displaying correct behaviours at all times • Dissecting often large volumes of information and decided what is relevant to the specific complaints at hand • Use my negotiation and persuasion skills to achieve appropriate outcomes • Role requires emotional resilience which I display on a daily basis



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Barclays Bank – Team Leader (various Fraud teams)

  • Oct 2018 - Jan 2020

  This role encompasses everything that a Deputy Team Leader does (see below), however I now undertake more responsibility including: • Completing monthly 1-2-1 meetings with each of my 16 staff • Ensuring any feedback is given and documented • Ensuring Service Levels are maintained daily, with an overall target of 70% being met every month in 2019 despite being 20 under headcount. This was achieved by being a presence and referral point across the office an effective communication… Show more This role encompasses everything that a Deputy Team Leader does (see below), however I now undertake more responsibility including: • Completing monthly 1-2-1 meetings with each of my 16 staff • Ensuring any feedback is given and documented • Ensuring Service Levels are maintained daily, with an overall target of 70% being met every month in 2019 despite being 20 under headcount. This was achieved by being a presence and referral point across the office an effective communication with 80 members of staff. • If necessary, implementing Attendance Improvement Plans or Personal Improvement Plans where members of staff are not meeting the minimum requirement as set out by my area • Having to tailor the way in which I deal with each member of staff based upon what I already know about them • Responsible for sending out daily comms with regards to meeting SLAs and what’s expected of us as a Fraud Team In October 2018 I gained this role whilst the whole team of 26 individuals (and myself) were going through a relocation. With morale low, on top of all of my daily tasks I assisted all members of staff who were moving and staff who were attempting to find alternative employment. All members of staff who were moving over have transitioned fantastically and were integrated into their new teams via a formal handover from myself.

• Barclays Bank – Deputy Team Leader Fraud Investigations

  • Jan 2018 - Oct 2018

  This role involves the management of individuals on a day to day basis. My responsibilities include: • Completing QA checks on agent calls • Ensuring agents are adhering to their schedules and maintaining or exceeding a set SLA • Providing continual support to all agents with wide knowledge of not only fraud but other areas that feed directly into the fraud team • Assisting with training of new staff • Travelling from Birmingham to Northampton in order to assist with new… Show more This role involves the management of individuals on a day to day basis. My responsibilities include: • Completing QA checks on agent calls • Ensuring agents are adhering to their schedules and maintaining or exceeding a set SLA • Providing continual support to all agents with wide knowledge of not only fraud but other areas that feed directly into the fraud team • Assisting with training of new staff • Travelling from Birmingham to Northampton in order to assist with new Fraud team that is being set up

• Senior Fraud Agent

  • Apr 2017 - Jan 2018

  This role is taking initial calls from victims of fraud and raising Non-plastic fraud cases. Due to dealing with victims, a high level of empathy and sympathy is required. I was continually improving an up until October 2017 was a high performer within my team, which led to being selected to train new intakes within our area. The training lasted for 3 months which then led to being handed a deputising role within my area.