Heidi Holt

Results-driven Customer Service Professional with 8+ years of experience delivering exceptional customer support within banking, financial services, and remote contact centre environments. Proven track record of managing high-volume customer interactions, resolving complex enquiries and complaints, supporting vulnerable customers, and consistently delivering positive customer outcomes while maintaining regulatory compliance. Experienced across telephone, email, live chat, and digital service channels with strong expertise in complaint resolution, customer retention, account management, bereavement services, and first-contact resolution.

People Experience Advisor (Fixed-Term Contract) - Santander UK

(2026-03 - 2026-06)

• Delivered customer support across current accounts, savings products, and credit card services, ensuring customers received accurate and timely resolutions.
• Educated customers on digital banking tools and account features, improving self-service adoption and enhancing customer experience.
• Consistently provided personalised solutions that strengthened customer engagement and account utilisation.
• Maintained strong attention to regulatory requirements and data protection standards in all customer interactions.

Bereavement Support Advisor - HSBC UK / HSBC Malta - Remote

(2023-08 - 2026-01)

Processed between 30–50 bereavement cases daily, ensuring sensitive cases were handled accurately and compassionately.

• Managed complex customer enquiries relating to death certificates, wills, Grants of Probate, estate administration, and account closures.
• Delivered exceptional support to vulnerable customers during highly sensitive circumstances, maintaining compliance with internal policies and regulatory requirements.
• Resolved customer issues efficiently, contributing to high levels of customer satisfaction and positive customer outcomes.
• Trusted to manage high-risk and complex cases requiring strong attention to detail, empathy, and sound decision-making.
• Promoted digital banking solutions where appropriate, helping customers access services more efficiently.
• Maintained service standards while managing multiple case queues and competing priorities within a fast-paced remote environment.

Bereavement Support Officer (Secondment) - HSBC UK / HSBC Malta - Remote

(2023-02 - 2023-08)

• Selected for a specialist secondment based on performance and subject matter expertise.
• Managed the indexing, allocation, and processing of bereavement documentation through email and internal systems.
• Contributed to process improvements that enhanced operational efficiency and reduced case handling delays.
• Supported colleagues with complex case management and process guidance.

Everyday Banking Premier Agent - HSBC UK / HSBC Malta - Remote

(2018-10 - 2023-02)

• Managed up to 60 customer interactions daily across inbound and outbound channels while consistently maintaining quality and compliance standards.
• Supported customers with payments, account servicing, fraud concerns, digital banking, and complex account enquiries.
• Achieved strong first-contact resolution rates by identifying customer needs quickly and delivering effective solutions.
• Handled complaints professionally, mitigating risk and ensuring fair customer outcomes.
• Guided customers through online and mobile banking services, increasing digital adoption and reducing repeat contacts.
• Consistently recognised for delivering excellent customer service and maintaining high customer satisfaction levels.
• Demonstrated strong performance in a target-driven, highly regulated environment.

Sales Assistant - Agenda News Kiosk - Malta

(2016 - 2018)

• Delivered excellent face-to-face customer service within a busy retail environment.
• Managed cash handling, stock replenishment, merchandising, and daily store operations.
• Built positive customer relationships through professional and efficient service.

Bar Manager - Salisbury Arms Pub - Malta

(2015 - 2016)

• Managed daily operations within a busy sports bar environment.
• Supervised customer service delivery, cash management, stock control, and staff coordination.
• Ensured a positive customer experience during high-volume trading periods.
• Successfully balanced operational efficiency with exceptional customer service standards.