Benjamin Goldfinch

I am an experienced customer service and operations professional with a background in insurance, team leadership, and financial markets.

Policy Review Advisor at Hastings Direct (2024-04 – 2026-06)

• Managed a personal portfolio of customer cases, ensuring work was completed accurately and within service-level targets.
• Conducted inbound and outbound communication with customers, colleagues and external parties to resolve queries and progress cases.
• Reviewed customer circumstances and policy details to assess risk and ensure appropriate insurance coverage.
• Investigated and resolved customer complaints, providing clear solutions while maintaining a high standard of customer service.

Team Leader at William Hill Ltd (2024-01 – 2024-04)

• Supervised and supported a team of cashiers, ensuring daily operations were completed efficiently and to company standards.
• Managed opening and closing procedures, including daily operational and financial checks.
• Worked towards financial and operational targets while maintaining high standards of customer service.
• Ensured compliance with Gambling Commission regulations and company policies, particularly regarding customer safety.
• Supported team members with day-to-day issues and helped maintain a safe, professional working environment.

Trading Desk Manager at Arringo Ltd (2021-02 – 2023-10)

• Managed a specialist team of analysts, providing guidance and support in resolving complex trading and operational queries.
• Coordinated team schedules, including shift patterns and holiday planning, to maintain effective operational coverage.
• Trained and onboarded new employees, helping team members develop their technical and operational knowledge.
• Liaised with multiple departments to investigate and resolve operational issues efficiently.
• Authorised client refunds relating to server downtime and other operational disruptions.
• Prepared and presented market news and risk assessments to keep the team informed of relevant financial-market developments.

Trading Desk Analyst at Arringo Ltd (2018-02 – 2023-12)

• Worked closely with trading-system developers to investigate and resolve server and trade-related issues.
• Developed a strong working knowledge of the MT4 platform and broker CRM systems.
• Applied trading principles including spreads, slippage and financial calculations to investigate and resolve trading queries.
• Prepared daily financial-market risk assessments to support smooth and effective trading operations.
• Worked independently under pressure, including shifts where I was solely responsible for the trading desk.
• Communicated complex technical and financial concepts clearly to colleagues and clients.
• Managed multiple priorities simultaneously while maintaining accuracy and operational standards.

Tour Sales Operator at Rolling Geeks (2017-05 – 2018-02)

• Promoting guided tours of the cities to clients via social media, and in person.
• Management of client bookings, and providing vehicular insurance paperwork.
• Providing training to clients, and employees, on how to safely operate the vehicles.
• Planning and participation in large group events.

Custodian and Guide at Fondazjioni Wirtartna (2015-09 – 2017-05)

• Management of a team of employees, ensuring all duties are fulfilled safely, and efficiently.
• General upkeep of multiple historical sites.
• Historical reenactments, including guided tours and events.
• Providing visitors with extensive knowledge of the Historical and Military heritage within Malta.

GCSE in Multiple Subjects – New Rickstones Academy