Grahame Hill
Dispute Resolution Executive at Ombudsman Services- Claim this Profile
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Bio
Credentials
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Lean 6 sigma green belt
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Experience
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Ombudsman Services
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United Kingdom
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Non-profit Organizations
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200 - 300 Employee
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Dispute Resolution Executive
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Mar 2023 - Present
Member of a customer based team who work with both consumers and suppliers to gain a balanced view of each case and see it through from registration to resolution. I use my communication skills to ensure all parties involved in the dispute feel heard and understand the process we go through to investigate these complaints. As well as providing dispute resolution, we are also committed to helping businesses to improve their service and customer experience by sharing insights and working together to address industry-wide issues. Show less
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Case Administration Officer
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Nov 2013 - Mar 2023
Ombudsman Services- Alternative dispute resolutionRole: To review and then approve or decline disputed cases, by analysing evidence and assessing them against the Ombudsman Services Terms of Reference. Ensuring remedies are implemented correctly in a timely manner by suppliers. Using empathy, listening, and questioning skills to communicate with customers in an appropriate manner, in order to accurately establish the position of consumers and cases and determine next actions. Annotate cases clearly and understandably to enable a clear interpretation of the case status and history Show less
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Self Employed
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Real Estate
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1 - 100 Employee
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Project Manager
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Feb 2013 - Nov 2013
House build Role: To project manage my own house build from concept and design to occupancy. • Obtained planning permission in the Green Belt by applying recent planning law and building a conclusive, evidence based case. • Provided clear leadership to a team of over 20 people to ensure the build came in on time and on budget. • Achieved required building standards and timescales by using effective resource utilisation, onsite performance management and communication skills. House build Role: To project manage my own house build from concept and design to occupancy. • Obtained planning permission in the Green Belt by applying recent planning law and building a conclusive, evidence based case. • Provided clear leadership to a team of over 20 people to ensure the build came in on time and on budget. • Achieved required building standards and timescales by using effective resource utilisation, onsite performance management and communication skills.
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Proprietor
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Jan 2007 - Jan 2013
Musical instrument sales Role: To oversee all aspects of the business. • Researched and analysed the market to develop Heybrook Music from initial concept to successful trading business. • Established ecommerce website and eBay store to make a complete ‘bricks and clicks ‘operation, providing a triple income stream from one location. • Increased profitability by successfully negotiating larger discounts from suppliers and financial partners. • Project managed the design and shopfit of the retail store and integration of the digital platforms • Employed staff new to music retail and trained them first to NVQ standard and then developed their sales skills until they were major contributors to profitability. Show less
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Dolphin Music
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United Kingdom
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Musicians
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1 - 100 Employee
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Head Of Retail
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Oct 2005 - Nov 2006
.Musical instrument sales Role: To successfully create a city centre retail presence for an online business. • Delivered Dolphin Music Retail project from concept to £750,000 pa turnover High St business • Negotiated exclusive dealerships with favourable terms to enable profitable trading both in-store and online. • Set all retail prices and designed in-store marketing to maximise margin whilst maintaining competitiveness. • Recruited and trained sales team to a level in accordance with Investors in People standards. • Devised a retail staff training programme and review protocols which ensured motivated, profitable staff. • Assessed and developed staff into department manager and assistant manager roles. • Designed and instigated all retail systems from accepting deliveries to end of day procedures etc. and ensured all staff met agreed standards. Show less
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Senior Mgr
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Jan 1995 - Jun 2005
Musical instrument sales • Set budgets for two stores and managed 25 people across two cities to achieve or exceed set KPIs. • Used leadership and support skills to achieve record sales figures of £100,000 in a week and £2m ex. vat annual turnover from one store. • Achieved class leading Gross Margin of 35% • Controlled a £2m purchasing budget and negotiated profitable terms on lines from America, Europe and the Far East. • Established an own brand line of guitars and was responsible for liaising with factories in Europe and China to deliver the goods on time, on budget and to exacting standards. • Assessed and developed staff into new roles for the company from marketing to specialist sales. Show less
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Education
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1972 - 1979
Golborne High school
High School, English literature,Economics,History
Community
