Ombudsman at Ombuds Group (2025-05 – Present)
- Lead end-to-end investigations under the Furniture & Home Improvement and Dispute Resolution Ombudsman schemes, applying consumer law, Trading Standards guidance and industry codes to deliver fair, evidence-based outcomes.
- Analyse complex and sensitive complaints, producing clear, accessible determinations that explain decisions transparently and support effective dispute resolution.
- ABTA Arbitrator and Member of the Chartered Institute of Arbitrators determining arbitration claims and delivering training and guidance to colleagues and contractors on arbitration processes, decision-making and complaint handling.
- Lead quality assurance and risk management across ABTA workstreams, ensuring consistency, compliance and high standards of decision-making.
- Work closely with legal, compliance and quality assurance teams to monitor KPIs, identify systemic issues and embed learning from complaints to improve service delivery.
- Support continuous improvement through analysis of complaint trends, root causes and customer feedback, helping to inform process and policy enhancements.
- Drive digital transformation initiatives, including the development and integration of AI tools and automations to improve efficiency, productivity and customer experience.
- Mentor colleagues to develop technical knowledge, communication skills and consistent decision-making standards.
- Build strong relationships with scheme members, hosting regular stakeholder forums and providing technical advice to support early intervention and complaint resolution.
- Engage with MPs, elected representatives and external stakeholders in relation to complaints, service issues and organisational development activities.
Senior Investigator, Consumer Credit Directorate at Financial Ombudsman Service (2023-08 – 2025-01)
- Led projects on complex consumer credit complaints, using complaint trends and casework insight to improve guidance, inform policy development and support better consumer outcomes.
- Authored policy papers, consultation responses and technical guidance that helped shape industry approaches to consumer credit complaints and remediation.
- Designed and delivered investigator training programmes on analytical techniques, quality standards, effective case management, personal resilience and regulatory interpretation, contributing to a 25% improvement in quality outcomes.
- Worked across operational, policy and leadership teams to identify systemic issues, embed learning from complaints and improve consistency of decision-making.
Investigator & Adjudicator at Financial Ombudsman Service (2012-02 – 2023-08)
- Investigated and resolved complex financial services complaints, analysing evidence, legislation and regulation to deliver fair, well-reasoned and customer-focused outcomes.
- Developed a new casework methodology for emerging issues complaints, increasing productivity and helping to clear over 10,000 backlogged cases.
- Led cross-industry engagement on structured product remediation following FCA thematic review activity, producing technical guidance that accelerated resolution of more than 2,000 complaints.
- Produced and maintained technical guidance for specialist insurance casework, improving consistency and quality across investigator teams.
- Delivered customer service training, coaching and mentoring that contributed to a 30% increase in team satisfaction and supported service quality improvements.
Council Leader at North Hertfordshire District Council (2021-05 – 2024-05)
- Led a 30-member coalition administration, building cross-party consensus and delivering priorities focused on resident outcomes, including strategies to improve community safety and tackle health inequalities.
- Managed complex and sensitive issues raised by residents and elected members, working across political groups and council services to resolve concerns and maintain constructive relationships.
- Mediated disputes and complaints involving elected members, bringing together differing perspectives to find practical solutions and maintain productive working relationships.
- Served as Finance Lead for the District Councils' Network, influencing national funding policy and securing improvements to local government funding and support mechanisms.
- Vice Chair of the Hertfordshire Growth Board, working with local authorities, public sector partners and businesses to support economic growth and strategic partnership working.
Peer at Local Government Association
Provide support to councillors and senior officers through peer reviews, workshops, mentoring and sharing best practice to support service improvement and organisational development.
Finance Board Co-opted Member at District Councils' Network (2024 – Present)
Advise on policy development, sector challenges and funding reform, helping to shape national lobbying and engagement on issues affecting district councils.
Financial Inclusion Advocate
Published policy proposals on financial inclusion and developed practical resources to help frontline council staff identify and support financially vulnerable residents.
Mentor at MCR Pathways
Mentor young people in secondary schools, providing guidance, confidence building and support with educational and career planning.
Councillor for Walsworth at Labour Party (2015 – Present)
Roles held include Executive Member for Recycling & Waste, Council Leader, Planning & Control Committee Chair, District Councils' Network Board Member and Vice Chair of the Hertfordshire Growth Board.
