Experience

Cabot Financial

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Complaints Handler

  • Feb 2020 - Present

  • Monitor complaints responses and provide recommendations/action plans to complaint handler to prevent improve future responses.• Ensuring customers are treated in a fair and consistent manner.• Manage the process relating to customer complaints and/or disputes.• Take ownership of individual cases from receipt to conclusion • Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with the Financial Conduct Authority and Treating Customer fairly principles • Ensuring all complaints are handle within FCA guidelines and timescales. • Ensuring that responses are clear, and demonstrate that a thorough investigation has been undertaken. • Ensuring KPI’s and Quality Audit results are consistently achieving expectations



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Case Handler

  • Jun 2019 - Oct 2019

  • Ensuring adequacy in carrying out the thematic review of annuity sales process (TRASP) by ensuring to meet customer requirements. • Maintain various compliance records, control logs, associated evidence either in meeting customer’s fair and reasonable expectations, and provide fair outcomes• Robust rationale writing and decision making process in line with entire customer journey in an adequate and timely fashion. • Reports any identified critical compliance risks to management • Ensures that all internal quality control procedures are implemented in line with TRASP past business review methodologies and guidance.• Assisting with the development and user acceptance testing of customer management system (CMS), an interactive database used for the TRASP past business review.• Improving the customer experience throughout the complaint handling process. • Testing of cases for compliance purpose • Collections of data into excel sheet, and analysing it. • Complying with operational risk and rigour standards in respect of protecting people, customers, assets and the organisation.



Transport for London

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Licensing Administration Manager

  • Sep 2016 - Jun 2019

  * Delivery of appropriate business support processes within the relevant licensing team. For example, opening, logging and scanning post received by the customer contract centre and allocating the correspondence to the correct team within the licensing team. Also the accurate recording and processing of enquiries and complaints received through all channels.* Providing efficient and effective responses to telephone enquiries through an organised rota within the customer contact centre ensuring all customer calls are answered and dealt with professionally and in a timely manner.* Processing and checking new and renewal licence applications in accordance with defined criteria, including the accurate processing of payments in a secure manner, ensuring that all required documentation complies with specified, legal requirements and that customers are kept informed of the progress of their application;* Processing of other licence functions such as one year medicals, exemptions, knowledge applicants, licence variations, licence surrenders etc in accordance with the relevant business rules or processes.* Issuing or refusing new and renewal driver and operator licenses line with taxi and private hire business rules and escalating cases which fall outside of these defined rules for a prompt decision;*Processing of all revocations and suspensions as required in accordance with the relevant business rules or processes.*Maintaining both paper and computer records to accurately record personal data and licensing history in accordance with the TPH data retention policy and storage requirements.* Collation and maintenance of management information statistics as requested.* Additional duties as defined by the licensing Team Leaders, the Licensing Managers or Head of Licensing.



AIG Life Ltd

• United Kingdom
• Insurance
• 200 - 300 Employee

• Complaints Handler / Customer Advisor

  • Oct 2015 - Aug 2016

  •Handle and investigate all claims that have been allocated with the agreed best practice requirement.•Manage in & outbound calls, customer emails, letters or faxes and ensure data protection processes are adhered to.•Develop an awareness of quality and production requirement and maximize efforts to meet or exceed requirement on daily and weekly basis.•Providing an end to end complaints resolution services, with a commitment to delivering excellent customer service.•Resolving customer queries with agreed authority, investigating the cause of any complaints•Building key relationships.•Promote high standard of file maintenance by use of diary.•Correspond with relevant parties to the claim. •Maintaining customer related information systems for accurate and detailed record keeping.•Strong analytical skills with exposure to working on a number of IT systems to gather information and identify potential errors/inconsistencies.



sainsbury's Finance

• Complaint Handler

  • May 2012 - Sep 2015

  •Identify correct data and follow a process in order to ensure all information is gathered to make an informed decision.•Investigate customer’s credit card and loans accounts and extract the data required to settle their complaints within Financial Conduct Authority guidelines. •Work to targets and ensure accuracy throughout the process. •Input data accurately into the calculator.•Ensure complaints from customers are identified, thoroughly and impartially investigated and resolved. •Answering customer enquiries and giving useful information.•Dealing with customer’s complaints. •Logging of calls and ensuring all relevant information are recorded.•Advising customers on products and services thereby taking opportunity to maximise sales at all times.•Ensure complaints from customers are identified, thoroughly and impartially investigated and resolved.



Marks and Spencer

• Complaint Handler

  • Oct 2008 - Feb 2012

  •Investigating and making decisions on complaints. •Providing the most effective and efficient service to the customer, minimising escalation of complaints/queries any further.•Managing time effectively to ensure business targets are achieved.•Achieving operational excellence and setting standards in all processing, operational and servicing activity.•Ensuring complaints from customers are identified, thoroughly and impartially investigated and resolved. •Complying with operational risk and rigour standards in respect of protecting people, customers, assets and the organisation.•Take ownership of the complaint and undertake any subsequent action.•Keeping customer informed both verbally and in writing. •Making sure a fair outcome for the customer is always achieved. •Always ensure that wider issues identified through complaint handling are corrected.