Quality Assessor at Argos Financial Services / Sainsbury's Bank (2014-09 – 2026-04)
- Conduct quality assessments across a range of skills—including telephony, fraud, and complaints—ensuring adherence to processes, procedural standards, and FCA regulations to deliver fair and consistent outcomes.
- Support the business by delivering actionable feedback and insights that drive quality standards, strengthen performance, and promote continuous improvement across Argos Financial Services.
- Accurately capture and record quality monitoring outcomes in accordance with Quality Assurance processes and procedures.
- Provide training and coaching to colleagues to enhance knowledge, build capability, and promote consistency across the team.
- Act as a subject matter expert and main point of contact for specific skill sets, supporting colleagues by reviewing evaluations and assisting with operational appeals and query resolution.
- Proactively collaborate with the change team to review and enhance processes, request and implement necessary updates, and ensure changes are effectively communicated and discussed with the wider operation.
- Support the operation in completing live monitoring checks to provide feedback, mitigate risk, deliver instant insight, and promote positive service.
Complaint Handler at Argos Financial Services (2012-10 – 2014-09)
- Investigate Argos Financial Services complaints by gathering evidence and locating the appropriate sales information specific to each case to ensure a fair and accurate resolution is reached.
- Thoroughly investigate each complaint, ensuring adherence to Financial Conduct Authority guidelines, meeting required timescales, and providing all necessary regulatory information to the complainant.
- Produce a thorough written final response letter detailing findings, outcomes, and next steps, considering the complainant's allegations to ensure a fair outcome.
- Worked within a selected group to produce a sample of cases for the Financial Conduct Authority, demonstrating improvements made to the complaint-investigation process.
Cash Allocator at Yodel (2010-10 – 2012-10)
- Responsible for reconciling and allocating payments made daily to the company.
- Review accounts to ensure remittances are correctly allocated, taking ownership of any queries or complaints regarding overpayments and misallocations.
- Work with credit controllers to analyse companies that may be in financial difficulty, helping to minimise financial risk and cost to Yodel.
Customer Service Officer at Royal Bank of Scotland (2007-02 – 2010-10)
- Cashier responsible for my own cash flow within my till whilst following strict banking guidelines.
- Actioned amendments to current accounts, opened additional financial products, and transferred funds while adhering to fraud and money-laundering guidelines.
- Provided excellent customer service to customers both face to face and over the telephone, handling queries, logging complaints and booking appointments.
Customer Retention at Halifax Bank of Scotland (2006-09 – 2007-02)
- Handle inbound telephone calls, retaining custom and the sale of additional products.
- Collate and input all personal and sensitive information obtained from the applicant, ensuring accuracy and that regulated scripts are adhered to.
- Due diligence of paperwork to ensure the product was right for the customer based on their circumstances.
Cash Office Assistant/Cashier at B&Q (2004-07 – 2006-08)
- Providing excellent customers service whilst processing till transactions and actioning customer orders.
- Balancing both the store tills and the safe and manually reviewing receipts to locate any discrepancies.
- Providing face to face feedback to cashiers regarding any errors made and offering coaching to minimise the risk of multiple errors.
Voluntary Work at Parent Governor (2021-09 – 2024-08)
Supported the school, its community, and parents in maintaining a strong Ofsted rating by attending bi-monthly meetings and completing regular training. Responsibilities included ensuring compliance, identifying areas of concern, and holding the school accountable for key decisions. Engaged in meetings with Ofsted and collaborated closely with the SEN teacher to monitor processes, track deadlines, and ensure best practice.
