Experience

Barnet Homes Ltd
• United Kingdom
• Civic and Social Organizations
• 100 - 200 Employee
• Housing Needs Officer

  • Dec 2018 - Present

Royal Borough of Kensington and Chelsea
• United Kingdom
• Government Administration
• 700 & Above Employee
• Housing and homlessness assessment officer

  • Jan 2016 - Feb 2018


Metro Bank

• Financial Services
• 1 - 100 Employee

• Customer Care Team Leader

  • Jan 2015 - Jan 2016

  As a Team Leader my role was to co-ordinate the activity for ‘on shift’ teams and be the 2nd point of contact for ‘bump up’ queries originating in Store / Call centres etc. Some of my responsibilities are as follows: • Carry out analysis & investigation of “referred” account applications • Identifying fraudulent / suspect applications and pass to relevant department for investigation • Manage Court Orders within strict SLAs, liaising with Police, Local Authorities and Banks • Manage Deceased Estates appropriately; liaising with Next of Kin & Solicitors • Manage returned mail process; identifying potential ID Frauds • Manage Account closures in a timely manner • Payment Track & Trace, opening payment investigations & authorizing online banking FTs • Chargeback enquiries • Be the first point of contact for customers who have been the victim of fraud, taking appropriate action to protect customer from further fraud losses • Dealing with Interbank fraud enquiries and taking appropriate action on affected Metro Bank accounts • Liaison with the Fraud & Investigations team for ongoing management of fraud cases • Manage card queries such as printing issues and problem solve • Collate Management information • Involvement in departmental projects • Manage complaints Show less



Metro Bank (UK)

• United Kingdom
• Banking
• 700 & Above Employee

• Senior Collections Specialist

  • Jul 2014 - Feb 2015

  • Manage collections cases from initial arrears to resolution. Engaging with customers to discuss their indebtedness & intention to make repayment across retail and commercial collections • Negotiate payment plans to rectify account position • Manage account closures/debt write off • Develop and maintain the Collections processes and procedures • Produce relevant MI • Action Court orders such as Bankruptcy, third party debt order in a timely manner, ensuring the SLA is not missed • Manage the collections inbox respond in a timely and professional manner to internal and external customer queries • Produce the Retail Direct debit and cheque report on a daily basis • Action IVA and DMP • Start Deceased Cases • Point of contact for Collections queries • Set tasks and ensure that the team is managing the work flow Show less

• Collections Representative

  • Nov 2013 - Nov 2014

• Contact Centre Agent

  • Mar 2012 - Nov 2013

  • To provide inbound and outbound frontline support over the telephone for new and existing Metro Bank customers • Account opening and switching• Scanning and barcoding• Mail merging letters (unpaid item letters and change of details)• Creating reports on excel spread sheets• Corresponding to complaints and queries via letters• Sorting posts, Archiving, Ordering stationary• General account enquiries for example; cash transfers, balance transfers• Online banking user support, including resetting passwords and general guidance regarding using the site• Credit card transactions, bill payments and general enquiries• General product enquiries• Liaising on a professional level with the relevant departments in the bank• Handle complaints in line with FSA Guidelines • Statement generation and distribution Show less



Arcadia Group Ltd

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Services

  • Nov 2010 - May 2012

  • Completing calls and emails for nine Brands to ensure that personal targets and departmental service levels are met • Excellent leadership skills illuminated by training and monitoring new staff members and supporting ‘buddy teams’ in using the software and systems accordingly, handling calls, listening to calls, answering emails and taking control over complex phone conversations and managing their problems • Liaising with suppliers and customers • Carrying out general administrative work such as photocopying, data entry, sorting of posts and receipts • Working with sensitive and confidential information complying with The Data Protection Act • Dealing with internal and external customers to ensure successful communication via actively listening and probing questions. • Excel spread sheets used to access product replenishment dates, supplier information, logging on refunds and raising cheques • To examine relevant information and data to assess the validity of complaints and to determine possible causes Show less