Experience

Energy Ombudsman

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Dispute Resolution Executive

  • Jan 2023 - Present



Places for People

• United Kingdom
• Real Estate
• 700 & Above Employee

• Customer Resolution Coordinator

  • Oct 2022 - Jan 2023

  -Reporting to the National Customer Focus Manager, ensuring complex Housing complaints are handled and escalated accordingly in line with the Housing Ombudsman’s Complaint Handling Code -Providing our tenants with an effortless experience and swift resolution to their complaint -Responsible for handling complaints directly from tenants, from Citizens Advice and from MP’s, ranging from general repairs to reports of antisocial behaviour -Resolving, managing and escalating aspects of the complaint., including initial triage phone call to the customer, investigating a response from other areas of the business and providing a formal written response within the timescales -Work closely and collaboratively with colleagues and stakeholders from across the Group to coordinate a quality and timely resolution by gaining an insight into the customers’ requirements and applying pro-active solutions. -Ensuring all formal complaint cases are responded to within the agreed timescale and service standards and consistently meet agreed internal targets (quality, satisfaction, and productivity) on a monthly basis. -Ensure all actions agreed as part of the complaint resolution are monitored and completed within the agreed timescales. This includes follow up communication to customers, our partner contractors and colleagues where required. -Provide a strong line of communication with colleagues and stakeholders to ensure our service standards are met and high customer satisfaction levels are achieved. -To actively gather lessons learnt from complaint feedback to aid service improvement. Show less



E.ON UK

• United Kingdom
• Utilities
• 700 & Above Employee

• Ombudsman Liaison Team - Lead Advisor

  • May 2021 - Sep 2022

  I secured a Lead Advisor secondment in May 2021, leading a squad of over 50 dedicated customer complaints advisors in E.ON's Escalated Complaints Tribe (namely the Ombudsman Liaison Team and Directors Office). The purpose of my role is to provide solutions to queries and to support the advisors dealing with a wide range of queries. Having worked in a complaint environment for some time, I consider myself to be a subject matter expert within regulations and the utilities industry, called upon regularly as a source of support and pride myself on my ability to consider both the business and customer needs on equal balance.I'm responsible for conducting Service Quality checks with advisors, ensuring the quality of work is to standard and in line with OFGEM's Standard Licencing Conditions, internal processes and GDPR regulations. Agility in this role is key as I also carry out the advisor duties from my previous role, I am required to lead and manage projects and I also provide cover to the team where required. Show less

• Ombudsman Liaison Advisor

  • Aug 2019 - May 2021

  In August 2019 an opportunity became available to join the Ombudsman Liaison Team as an advisor. The purpose of this role was to liaise with the Energy Supply Ombudsman and manage customer complaints through this process. The role entailed compiling a casefile to submit to the Energy Ombudsman, ensuring the information provided was factual and pertinent to the consumer's complaint. I would liaise daily with internal and external stakeholders to seek support on complex cases where needed and would report back on any learnings and outcomes that would benefit E.ON's long-term processes. Part of this role enabled me to offer early resolutions to consumers who had already approached the Ombudsman, where my excellent communication, negotiation and influencing skills played a part. Show less

• Customer Complaints Resolution Reviewer

  • May 2013 - Aug 2019

  I secured a role as a Resolution Reviewer in E.ON's Customer Complaints Centre of Excellence in May 2013. I was responsible for impartially reviewing consumer complaints, offering fair, correct and reasonable resolutions ensuring a consistent approach is applied to each internal review. When reviewing consumer complaints, as well as remaining impartial it was important to be cost-conscious, considering the detriment to the business and the consumer. If an impasse was reached with the consumer, I would progress complaints to the Energy Supply Ombudsman by issuing a letter of deadlock. In this role it was vital to work to strict deadlines to manage consumer expectations and business policies/procedures as well as adhering to OFGEM's Standard Licencing Conditions. In this role it was critical to future-proof accounts to prevent the need for consumers to contact E.ON again, being genuinely helpful in each interaction. Show less

• Metering Specialist

  • Jun 2008 - May 2013

  Dealing with electricity and gas metering queries for both domestic and business accounts, working in a predominately back-office role with some customer contact. Responsible for analysing data and updating third-parties with correct data if discrepancies were found.



Welcome Financial Services Ltd

• Financial Services
• 1 - 100 Employee

• Secured Loans Sales Underwriter

  • Jul 2005 - Jun 2008

  I was employed as a Secured Loans Sales Underwriter, processing loan applications for consumers who were unable to obtain credit through a high-street lender. These loans were secured against a consumer's property and it was critical to understand the consumer's affordability and financial reliability when assessing if they were suitable for secured funds. I was employed as a Secured Loans Sales Underwriter, processing loan applications for consumers who were unable to obtain credit through a high-street lender. These loans were secured against a consumer's property and it was critical to understand the consumer's affordability and financial reliability when assessing if they were suitable for secured funds.



learndirect Limited

• United Kingdom
• Education Management
• 300 - 400 Employee

• Course Coordinator

  • Feb 2004 - Jul 2005