Experience

Ombudsman Services

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

• Ombudsman

  • Apr 2014 - Present

  As ombudsman I provide the professional lead for our teams of enquiry and investigation officers, supporting and guiding their decision making and making final decisions on complex complaints.My key accountabilites include:Determination:• Providing an authoritative voice in determinations• Contributing to the process of standard setting and provide guidance on jurisdiction, informal resolution, investigation, determination and redress/ recommendations• Providing guidance on policy and procedures to help reach consistent decisions and/or offering consistent advice to stakeholders• Making decisions at any stage in the process• Contributing to the process of responding to post decision issues and MP letters• Identifying trends and activities and raising with appropriate colleagues• Taking an active role in advising and contributing to the quality assurance process of proportionality, consistency of approach, reasoned judgement and appropriate outcome of investigationsStakeholder Relations and Public Relations:• Stimulating a positive and receptive climate for discussion and agreement of innovative and progressive work• Maintaining and developing relationships with stakeholders, including participating companies, governments, regulators and trade associations.• Representing the organisation in the publication, promotion, explanation and extension of the work and reputation of the company and Ombudsman activities in general.• Building and maintaining knowledge and expertise in a given sector or sectors • Drafting and checking materials published by Ombudsman Services as requested• Building and maintaining knowledge of standards and best practice within alternative dispute resolution

• Investigation Officer

  • Aug 2007 - Apr 2014

  Responsibilities included:• examining the evidence presented by consumers regarding complaints against participating companies;• negotiating alternative dispute resolution where appropriate;• researching and analysing information relevant to complaints;• producing reports, and where appropriate, making recommendations for action on each case;• developing effective working relationships with member companies and other outside agencies;• monitoring and reviewing casework through active case management;• following corporate procedures on a consistent basis for all cases; and• using best endeavours to meet service level criteria.Skills gained include:• sound casework knowledge and skills;• the ability to analyse complex issues and recommend action;• excellent written, oral and presentation skills;• sound organisation skills; • full computer literacy; and• knowledge of industry sectors.

• Enquiry Officer

  • Apr 2005 - Aug 2007

  Responsibilities included:• ensuring that a quality service was given to internal and external customers;• processing, actioning and replying to all customer contacts in a suitable format, capturing all relevant data, in line with corporate procedures;• meeting target performance measures on a consistent basis;• supporting and assisting in the training of new team members;• providing high levels of customer service, by adhering to the operational rota, whilst remaining flexible to meet business needs; and• identifying and raising awareness of potential improvements on a business, team and personal level.Skills gained included:• high level of interpersonal skills, including written and verbal communication skills; • team working;• analytical skills / the ability to assess complex or lengthy material and identify relevant points;• commitment to excellent customer service;• flexibility; and• initiative.