Experience

Big 4 Consultancy Firm

• United Kingdom
• Information Services
• 1 - 100 Employee

• Operations Manager

  • Sep 2019 - Present

• Team Leader

  • May 2017 - Sep 2019



Book Keeping

• Accounting

• Book Keeper

  • Aug 2008 - Sep 2019

  I perform book keeping services for a software company. I have a range of duties which I perform for the two companies, at the end of every quarter. I calculate the VAT payable to HMRC, I create balance sheets for the quarter gone, and perform emailing and letter writing tasks at the request of the company. On top of these duties there is also a deal of filing to be done, mostly receipts for business expenses but also hard copies of bank statements, invoices, general letters and emails.

• Case Handler

  • Apr 2016 - Apr 2016



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• Adjudicator

  • Sep 2012 - Apr 2016

  I am currently working as an adjudicator at the Financial Ombudsman Service, my role focuses on dispute resolution between consumers and financial businesses. I specialise in resolving complaints about insurance sold alongside mortgages. I am trained to deal with a complaint at any stage of our process, from setting up a complaint, conducting an assessment, considering appeals and preparing a case for a final decision. I have also taken on the role of team customer service representative and staff engagement representative.As customer service representative I take an active role in the improvement of customer service within my team. I monitor customer satisfaction within our division, and meet regularly with other team representatives so that we can explore ways of improving the customer journey. During my time at the service I have volunteered, and been selected, to work on a number of different projects to improve the way in which we work. I have had the opportunity to trial new approaches in our assessment process and participated in pilot work streams, to ensure their effectiveness before being rolled out to the wider division. The vast majority of my time is spent making decisions on complaints by consumers, this requires me to keep a balanced and impartial approach to my work. I have gained a lot of experience in dealing with technical concepts and applying a fair and reasonable approach to come to the correct outcome.