Complaint Handler - BNP Paribas (T/A Creation Consumer Finance)
(2026-03)
- Delivery of fair, empathetic solutions ensuring timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
- Consistent achievement of "competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
- Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
- Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
- Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
- Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.
Customer Relations Consultant - CrossCountry Trains
(2025-09 - 2026-01)
- Raise, investigate and resolve passenger complaints in accordance with National Rail Conditions of Travel and internal business complaint handling standards.
- Provide tailored outcomes to customers, considering their individual needs.
- Liaise with customers (via telephone and email) to fully articulate outcomes and findings.
- Provide clear, concise, and high quality formal written responses.
- Assess all Delay Repay claims individually based on all available evidence and provide appropriate compensation where applicable in accordance with the Department for Transport guidelines.
- Assist passengers with seating reservations and journey itinerary.
- Being a direct point of contact for vulnerable passengers and those with additional needs to ensure Passenger Assistance is arranged in advance of and for all parts of their intended journey. Including but not limited to liaising with other train operating companies and station staff throughout the UK in real time.
- Undertake and attend regular QA check meetings on all workstreams, ensuring fair outcomes for passengers.
- Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
- Analyse situations, identify issues, root causes and trends, and find effective solutions to resolve all queries and complaints, and drive process improvements.
Customer Service Specialist - Peter James Insurance T/A Kingfisher Insurance
(2025-06 - 2025-08)
Temporary Role
Complaints Handler - ManyPets Insurance
(2024-11 - 2025-05)
- Manage and handle complaints from initial notification through to final agreement, in line with DISP rules.
- Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
- Provide tailored outcomes to customers, considering their individual needs.
- Liaise with customers (via telephone and email) to fully articulate outcomes and findings.
- Carry out investigations to ensure all relevant documents and information has been evaluated prior to the decision on the complaint.
- Undertake regular QA checks on complaints, ensuring our teams are handling complaints appropriately.
- Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
- Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
- Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
- Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
Complaint Resolution Specialist - AXA Insurance
(2022-05 - 2024-11)
- Investigate and resolve complaints in accordance with legal, regulatory, and business complaint handling standards.
- Being a nominated handler to investigate and resolve CEO, complex, escalated, FOS and PEP complaints.
- Maintaining accurate, concise, and professional records whilst adhering to business SLA's and upholding confidentiality of personal and sensitive information.
- Building and maintaining a strong rapport with colleagues from other departments to engender a collaborative, cohesive and positive working environment, with a view to ensuring a pleasant customer experience, in turn creating brand advocacy.
- Produce written business communications to customers and the Financial Ombudsman Service. These communications include comprehensive and high quality 'final response letters' in line with quality assurance guidelines. Providing excellent attention to detail and quality for all written and verbal communications to meet and exceed both customer and business expectations.
- Ensuring where a complaint is upheld, the appropriate level of redress is provided and in line with my level of autonomy, and ensuring all remedial actions are processed accordingly.
- Investigate and analyse root causes of customer queries and providing appropriate operational solutions, in line with regulatory requirements and business SLA's. Always working to achieve the best result for the business and customers.
- Identifying opportunities to improve customer experience and positively driving change where appropriate.
- Attending personal performance reviews and training to continue to develop knowledge and ensure I am up to date with current regulations.
- Other ad hoc duties as required.
Customer Complaints Handler - Temple Finance Limited T/A Perfect-Home
(2022-01 - 2022-05)
Business Was In Process Of Wind-Down
Customer Complaints Handler - AA/BSM Driving School
(2021-07 - 2022-01)
6 Month FTC
Designated Complaints Handler - Natwest/Royal Bank of Scotland & Ulster Bank
(2021-01 - 2021-06)
- Investigate and resolve complaints in accordance with legal, regulatory, and business complaint handling standards.
- Maintaining accurate, concise and professional records whilst adhering to business SLA's and upholding confidentiality of personal and sensitive information.
- Undertake regular QA checks on complaints, ensuring our teams are handling complaints appropriately.
- Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
- Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
- Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
- Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
Business Support Administrator - Eon
(2020-07 - 2021-01)
Temporary – Part-time
Career break during Covid-19 lockdown
(2020-04 - 2020-06)
Case Handler - Complaints - BrightHouse T/A Caversham Finance
(2018-08 - 2020-03)
Redundancy
- Investigate and resolve complaints in accordance with legal, regulatory, and business complaint handling standards.
- Maintaining accurate, concise, and professional records whilst adhering to business SLA's and upholding confidentiality of personal and sensitive information.
- Produce written business communications to customers, the Financial Ombudsman Service and third-party agencies. These communications include comprehensive and high quality 'final response letters' in line with BrightHouse quality assurance guidelines.
- Providing excellent attention to detail and quality for all written and verbal communications to meet and exceed both customer and business expectations.
- Investigate and analyse root causes of customer queries and providing appropriate operational solutions, in line with regulatory requirements and business SLA's. Always working to achieve the best result for the business and customers.
- Working towards individual quality and production targets.
- Identifying opportunities to improve customer experience.
- Attending personal performance reviews and training to continue to develop knowledge and ensure I am up to date with current regulations.
- Contributing and embracing new ideas and processes and assisting with projects.
- Other ad hoc duties as required.
Complaints Handler - Paragon Bank
(2018-03 - 2018-07)
Temporary
Complaints Handler - Extra Energy, Birmingham
(2017-12 - 2018-01)
Temporary
Complaints Handler - Legal & General
(2017-08 - 2017-11)
Temporary
Customer Experience Associate – Complaints - Insurance Factory Limited
(2016-04 - 2017-06)
Redundancy
Customer Service Partner and SME - Insurance Factory Limited
(2011-01 - 2016-12)
Sales Advisor - Insurance Factory Limited
(2005-01 - 2011-12)
- Working on my own initiative and as a part of a team to deliver excellent customer service via phone, email and face to face providing quick, accurate and fair outcomes in line with the 'Treating Customers Fairly' and Financial Ombudsman Services/Financial Conduct Authorities DISP rules.
- Building trusting relationships with customers instantly and effectively to help resolve complaints quickly and efficiently avoiding further escalation.
- Providing follow up support and contact following complaint resolution to sustain relationships and build customer advocacy, loyalty, and satisfaction.
- Liaising with various departments throughout the business to achieve appropriate outcomes, working closely with Service Managers to initiate feedback and ensure appropriate actions are taken
- Providing detailed and accurate accounts for resolutions to allow for root cause analysis and effect change within the departments throughout the business.
- Maintaining knowledge and attending training to stay current with legislation.
- Implementing and upholding team training on systems, policies and procedures and supporting them to make sure KPI's and SLA's, are met.
- Producing MI reports, delivering to higher management and directors.
- Achieving and exceeding sales targets offering additional products and services to suit the needs of the client.
