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.
