Experience

ECG On-Demand

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Patient Service Representative

  • Jan 2023 - Present

  Leeds, England, United Kingdom



Kelda Water Services

• Customer Satisfaction Co-Ordinator

  • Nov 2013 - Jan 2023

  Loop. Midpoint Dealing with complex written complaints to reach a timely resolution. Liaising with key stakeholders and customers to ensure the highest standards are delivered. Ownership of customer issues from beginning to end. Providing regular, timely updates to customers. Responsible for managing own workload and ensuring customers are dealt with in a professional and consistent manner. Providing feedback and pushing forward ideas for improvements in processes and procedures.



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Specialist Complaints Team Manager

  • Dec 1994 - Aug 2015

  Bradford, United Kingdom • Management of Team of 6 Specialist Case handlers and 8 Quality Assurance Agents • Conduct monthly performance reviews with Team • Lead team by example by providing regular coaching sessions • Ensure RBS and FSA Compliance and policies are adhered to • Recognise trends and design and implement improvement to drive quality results • Manage attendance, conduct and performance of team • Manage workflow, staff rota’s for team and area • Identify and develop talent within the… Show more • Management of Team of 6 Specialist Case handlers and 8 Quality Assurance Agents • Conduct monthly performance reviews with Team • Lead team by example by providing regular coaching sessions • Ensure RBS and FSA Compliance and policies are adhered to • Recognise trends and design and implement improvement to drive quality results • Manage attendance, conduct and performance of team • Manage workflow, staff rota’s for team and area • Identify and develop talent within the team • Direct & Visible approach to staff engagement resulting in 94-97% in Employee Opinion Survey for last 3 years • Delivered and implemented Quality Complaint Handling process to over 65 employees resulting in area consistently exceeding 90% quality target. Show less



GAZELLE TRAVEL LIMITED

• United Kingdom
• Travel Arrangements

• Customer Service Specialist

  • Aug 1990 - Dec 1992

  Bradford, England, United Kingdom Travel and Flight consultant for Asia and India

• Customer Service Specialist

  • Aug 1990 - Dec 1992

  Bradford, England, United Kingdom Travel and Flight consultant for Asia and India



Throstle Nest Riding School

• Riding Instructor and Equestrian Centre Manager

  • Apr 1988 - Sep 1990

  Bradford, England, United Kingdom Qualified BHSAI Teaching Pupils and Staff to Ride, Stable Management, Equine Nutrition and Health. Managing yard, staff rota, accounts, care and well being of horses. Pasture management. Liasing with DIY liveries. Setting standards. Delivering coaching. Organising yard and stables to maximise income. Resolving disputes.