James Cawkwell

For the last 23 years I have worked in customer facing and analyst roles in various industries including banking, energy, and higher education. These positions required careful attention to detail, excellent communication skills, and the ability to work as part of a team.

Concierge at Sanctuary Supported Living (2025-01 – Present)

Sole night shift concierge for homeless shelter in Costessey, Norwich. Ensuring the safety and welfare of residents from 6pm to 6am.

• Completing welfare checks on residents
• Maintenance of the property
• Handling queries and questions from residents and visitors
• Testing of fire alarms and emergency systems
• Recording of any issues that may arise during shift hours
• Writing reports and providing updates on site and resident issues to management

Learning and Teaching Service Administrator at University of East Anglia (2017-01 – 2025-01)

Sole Course Administrator for eight Postgraduate Taught courses in the School of Education at the University of East Anglia.

• Enrolment of national and international students
• Acting as the first point of contact for students' academic, visa, financial and pastoral queries
• Assisting academics with their queries and requests by phone, email and MS Teams
• Management of exam boards
• Creation and maintenance of course profiles on internal and external websites
• Managing timetables for all modules across these courses
• Ensuring that suitable rooms are located and booked for all classes
• Recording marks and applying mark penalties as appropriate
• Building spreadsheets for exam boards and uploading documents in advance of the exam boards
• Contributing to exam boards to provide context to student situations and mark outcomes
• Maintaining student records across various programmes and systems
• Facilitating plagiarism meetings with students

Data Analyst at Npower (2013-01 – 2017-01)

Assessing business customers' energy consumption data patterns through database analysis and identifying usage anomalies.

• Querying anomalies identified with energy consultants and business customers before recording the information provided in internal systems
• Resolving metering issues, such as missing data, faults, spikes in energy consumption through analysis and consultation with other teams, such as data collection, scheduling, and billing
• Coaching new staff members in their roles

Case Handler at Lloyds Bank/Capita (2012-01 – 2013-01)

Investigating payment protection insurance (PPI) sales complaints.

• Contacting customers to complete a full investigation
• Documenting decisions made and actions taken during the investigation
• Conducting a holistic assessment to ensure that the outcome of the investigation had not been unfairly detrimental to either the customer or the bank

Customer Advisor and Retail Liaison at Volkswagen (2011-01 – 2012-01)

Resolving escalated complaints and queries which could not be dealt with by the first line of support.

• Liaising with the dealerships and garages on customers' behalf to ensure a quick resolution to their problems
• Brokering retail and service charge discounts on the behalf of the customer to ensure mutual satisfaction for the customer and client
• Establishing good business relationships between the customer, the dealer, and myself
• Recording trends in issues raised by customers in order that potentially large-scale issues could be identified early

Service Support Correspondence Advisor at O2 (2005-01 – 2010-01)

Working as part of a team within the Customer Relations Department responding to customer enquiries and complaints submitted by email and by letter.

• Analysing mobile phone data
• Ensuring that cases are resolved first time and that customers receive an exceptional level of service
• Organising and sharing the team's monthly statistics, including case response and closure rates with management
• Liaising with various courier services
• Proofreading colleagues' letters in advance of dispatch
• Assigning work queues to the team
• Assisting the Complaints Review Service and the High-Level Complaints Team during busy periods
• Initiating, developing, and implementing O2 contract suspension policy for those serving with the Armed Forces in conflict situations

NVQ, Level 2 Diploma in Business Administration (2015-01 – 2015-01)

Functional Skills Qualification in Mathematics, Level 2 in Mathematics – Pearson EdExcel (2015-01 – 2015-01)

BA Honours studied to HND level in English and Art – Northampton College (2000-01 – 2002-01)

BTEC Degree in Art and Design Foundation – Yorkshire Coast College, Scarborough (1999-01 – 2000-01)

A Levels and G.C.S.E. in English Literature, Art and Design, English Language, Maths, History – Driffield School, East Yorkshire (1993-01 – 1998-01)