Experience

Ombudsman Services

• United Kingdom
• Non-profit Organizations
• 200 - 300 Employee

• Investigations Officer

  • Nov 2021 - Present



E.ON Next

• United Kingdom
• Utilities
• 700 & Above Employee

• Energy Specialist

  • Sep 2020 - Nov 2021



E.ON

• Germany
• Utilities
• 700 & Above Employee

• Complaints Manager

  • Jan 2016 - Sep 2020

  Responsible for escalating a complaint which had come from the Energy Ombudsman. If customers were unhappy with how we’d managed their case, they would escalate the complaint to the Ombudsman. I gained further skills within customer service and really fit well into the section. The majority of the work was back-office however I still had to maintain regular customer contact with other cases I was managing. I helped create processes and trialled new ways of working which is when I realised that I was interested in taking on more of an analytical approach in my career. I was responsible for collecting data for our incoming work, analysing the figures to be able to portray the position we were in on a weekly basis. I shared this information with another department who was able to provide the feedback to their section to help improve the overall performance.By dealing with complaints specifically, it held a greater responsibility when taking calls. This job required good time management, professionalism and a focussed attitude which I’ve honed throughout my working career. The demand was pressurised in this department so it was important to remain positive whilst still keeping the customers’ interests in mind.