Experience

Business Banking Resolution Service

• United Kingdom
• Alternative Dispute Resolution
• 1 - 100 Employee

• Operations Manager

  • Jul 2022 - Present

• Casework Analyst

  • Nov 2020 - Jul 2022



Housing Ombudsman

• United Kingdom
• Government Administration
• 100 - 200 Employee

• Dispute Resolution Adviser

  • Sep 2019 - Oct 2020

  • Deciding, drafting and issuing Out of Jurisdiction determinations to complainants • Applying knowledge of housing law and customer care to coach and support landlords and tenants towards local resolution of a dispute • Identifying and articulating the options available to complainants to achieve an outcome • Taking helpline calls from landlords and tenants and signposting them to other organisations where appropriate • Conducting ad hoc face to face meetings with complainants • Dealing with requests for information from several stakeholders, including MPs, Councillors and tenant panels • Providing clear audit trails of action taken on cases • Managing a varied caseload of social housing complaints Show less



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Adjudicator

  • Aug 2002 - Jun 2019

  • Providing independent and impartial arbitration on financial complaints • Reviewing and interpreting legislation • Analysing complex information and using sound judgement to make difficult decisions • Managing and controlling a varied caseload of complex disputes of between 20 to 40 at a time, whilst delivering on case resolution targets; • Dealing with vulnerable /high profile/staff complaints and those involving MPs or media; • Drafting provisional and final ombudsmen decisions; • Taking enforcement action against firms who don’t comply with final decisions; • Approving case fee refund requests from firms; • Drafting guidance, training, coaching and developing colleagues; • Developing and managing key relationships with multiple external and internal senior stakeholders, including the FCA, consumer credit firms; mortgage providers, insurance firms; banks and senior management teams • Specialisms include Consumer Credit, Mortgage Lending, Insurance, General and business Banking Show less



Canada Life UK Adviser

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Business Quality Supervisor

  • Jul 2000 - Jul 2002

  • Quality Assurance and Compliance monitoring • Regulatory • Customer service • Managing and developing teams • Recruitment and selection of staff • Investigated and resolved complaints received from the direct sales teams • Quality Assurance and Compliance monitoring • Regulatory • Customer service • Managing and developing teams • Recruitment and selection of staff • Investigated and resolved complaints received from the direct sales teams



Lincoln Financial Group

• United States
• Financial Services
• 700 & Above Employee

• Complaints Investigator/ Supervisor

  • Jun 1989 - Jul 2000

  • Investigated and resolved complaints in line with legislation and company policy; • Communicated with customers, field agents, independent financial advisers and solicitors on complaint cases; • Trained, coached and supervised a team ; • Responsibility for ensuring ombudsman case fees were paid in a timely manner; • Assisted senior management in recruitment and selection of staff; • Supported senior management in delivery of reports and MI; • Deputised in manager’s absence Show less