Debbie Owens
Experienced customer service and administration professional
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About
Experienced customer service and administration professional with recent experience across pensions, financial services, contact centres and retail. Strong background in customer support, payments, complaint handling, administration and working accurately across multiple systems. Known for a calm, professional manner, empathy with customers, attention to detail and the ability to manage competing priorities in fast-paced environments.
Experience
SASS & SIPP Customer Service Administrator at XPS Pensions Group (2026-04 – 2026-05)
- Supported the migration of pension fund bank accounts to a new banking provider.
- Liaised with banking providers and relevant parties to transfer incoming and outgoing payments.
- Set up payments on banking systems and monitored balances to ensure funds were available.
- Updated Swift, SSASMAN and other internal databases accurately.
- Maintained compliance with internal procedures and controls.
Shop Assistant / Cashier at David's Kitchen Ltd (2025-08 – 2025-12)
- Provided friendly, professional customer service in a busy retail setting.
- Processed cash, card and voucher payments and handled refunds/exchanges.
- Replenished stock, rotated products and maintained tidy, attractive displays.
- Helped customers with product queries and promotions.
- Followed age-verification and health and safety procedures.
Customer Service Representative at Diligenta Plc (2024-11 – 2025-05)
- Handled customer calls relating to life assurance, savings, investments and pension plans.
- Helped customers with retirement planning queries, account updates and access to investments.
- Supported bereaved families with empathy, professionalism and care.
- Explained complex information clearly and accurately.
- Worked across multiple IT systems while maintaining attention to detail.
Customer Service Executive at M&G Plc (2024-06 – 2024-10)
- Provided accurate support to advisers and customers by telephone, email and webchat.
- Guided customers through digital account journeys and self-service options.
- Supported non-advised transactions and communicated relevant risk warnings.
- Identified vulnerable customers and provided appropriate support.
- Handled complaints and maintained strong product and process knowledge.
Customer Service Advisor at Webhelp UK (2023-10 – 2024-01)
- Managed inbound and outbound customer calls for mobile and broadband queries.
- Resolved issues at first contact wherever possible.
- Carried out research and follow-up to support effective resolution.
- Delivered high-quality service while meeting performance and quality standards.
Everyday Banking Officer at HSBC Bank Plc (2021-04 – 2023-10)
- Supported customers with a wide range of banking enquiries in a contact centre environment.
- Resolved issues, identified customer needs and provided suitable information and support.
- Took ownership of customer queries to improve first-contact resolution.
- Worked to quality, compliance and performance targets.
Eagle Remediation Support Officer at HSBC Bank Plc
PPI Customer Service Representative at HSBC Bank Plc
Safeguard Officer at HSBC Bank Plc
Systems Support Officer at HSBC Bank Plc
Customer Sales Representative at HSBC Bank Plc
Systems Tester at The Royal Bank of Scotland
Education
SVQ Level 2 in Customer Service
SVQ Level 3 in IT Professional
