Team Leader – Insurance Claims Support - Social Bear
(2024-11)
- Lead and support a team managing emergency housing and insurance claim cases for policyholders affected by property incidents and crises.
- Coordinate daily operations to ensure customers receive timely accommodation and appropriate support services.
- Provide onboarding, training, and ongoing support to new team members, helping maintain high service standards and team performance.
- Handle complex and escalated customer cases, delivering effective resolutions in fast-paced and high-pressure environments.
- Liaise with insurance companies, housing officers, healthcare professionals, social services, and third-party providers to coordinate customer support.
- Monitor shared inboxes, prioritise urgent cases, and allocate workloads across the team efficiently.
- Support vulnerable customers with empathy and professionalism while ensuring excellent customer outcomes.
- Maintain accurate records and ensure compliance with company procedures, data protection standards, and service level agreements.
- Contribute to operational improvements and support the achievement of team KPIs and customer satisfaction targets.
Collections Customer Advisor - Yorkshire Water - FTC – Hybrid
(2024-08 - 2024-11)
- Contacted customers via phone, SMS, email, and letters to discuss outstanding arrears and repayment solutions.
- Negotiated affordable payment arrangements based on customers' financial circumstances.
- Supported vulnerable customers and signposted debt advice services including Citizens Advice and Step Change.
- Maintained compliance with FCA regulations and GDPR guidelines.
- Delivered excellent customer service while managing high-volume workloads and achieving performance targets.
Collections Advisor - NatWest / Deloitte - WFH
(2024-03 - 2024-12)
- Managed inbound and outbound customer communications regarding debt recovery and payment arrangements.
- Negotiated repayment plans and maximised early collections to reduce debt recovery timelines.
- Supported customers experiencing financial difficulties with empathy and professionalism.
- Resolved complex collection cases by liaising with debt collection agencies and local courts.
- Maintained accurate financial records and ensured compliance with FCA guidelines and company procedures.
- Consistently achieved collection and performance targets through strong negotiation and communication skills.
Collections Advisor - E.ON - WFH
(2023-11 - 2024-02)
- Handled high volumes of inbound and outbound customer calls and emails.
- Negotiated, implemented, and monitored repayment plans for customers experiencing financial hardship.
- Supported vulnerable customers using the TEXAS vulnerability framework.
- Completed income and expenditure assessments and signposted customers to external support services.
- Assisted billing and metering teams with customer queries and invoicing support.
- Ensured full compliance with FCA regulations, GDPR, and company procedures.
Property & Technical Support Consultant - InfoTrack - Leeds (Hybrid)
(2023-05 - 2023-11)
- Provided technical and customer support to enterprise clients and solicitors.
- Assisted users with identity verification software and property transaction systems.
- Troubleshoot technical issues and deliver tailored solutions to resolve customer queries.
- Managed complex client cases while maintaining high levels of service and professionalism.
Call Centre Operator - Insolvency Service - Temporary
(2023-03 - 2023-04)
- Supported vulnerable customers experiencing financial hardship or bereavement.
- Used the TEXAS model to identify vulnerabilities and signpost customers to relevant support services.
- Assisted with complaint handling and vulnerability reporting processes.
- Delivered high-quality customer service while achieving KPI and call quality targets.
- Negotiated suitable repayment plans based on customer financial circumstances.
Online & Social Customer Service Advisor - Morrisons Head Office - Bradford
(2022-11 - 2023-01)
- Responded to customer queries via phone, email, and social media platforms.
- Delivered personalised customer service while handling high call volumes.
- Processed sales orders and resolved customer complaints effectively.
- Maintained departmental KPIs and service standards.
Collections Agent - NewDay - Leeds (Hybrid)
(2022-07 - 2022-11)
- Managed inbound and outbound collections calls regarding customer arrears.
- Set up repayment plans and completed income and expenditure assessments.
- Handled vulnerable customer cases using the TEXAS framework.
- Processed payments and responded to customer and third-party correspondence.
- Ensured compliance with FCA regulations, GDPR, and company procedures.
- Achieved individual and team performance targets consistently.
Customer Service Advisor - Sainsbury's / Webhelp - WFH
(2020-11 - 2022-05)
- Delivered excellent customer support in a fast-paced contact centre environment.
- Managed high volumes of customer calls, complaints, and queries.
- Supported social media customer engagement and content responses.
- Maintained strong product knowledge and delivered accurate information to customers.
- Achieved and maintained all key performance indicators.
Nursing Assistant - NHS – Bradford Royal Infirmary
(2019-12 - 2020-09)
- Supported nurses and healthcare professionals in delivering patient care.
- Prepared treatment rooms and maintained clinical stock levels.
- Assisted patients during clinics and carried out routine patient support duties.
- Recorded and communicated treatment room messages accurately.
- Maintained patient confidentiality and adhered to NHS procedures.
