James Morton

Experienced Complaints Manager with over two decades resolving complex, sensitive and high‑impact customer issues across fast‑paced service environments. Skilled in taking full ownership of complaints and escalations, conducting detailed investigations, and delivering fair, commercially sensible resolutions. Adept at working with internal teams and national supplier networks to establish facts, challenge inconsistencies and drive consistent service standards.

Strong analytical capability with a proven track record of identifying trends, recurring issues and root causes, turning insight into practical service improvements. Confident communicator with extensive experience handling challenging conversations, influencing stakeholders and strengthening complaint‑handling processes across multiple business areas. Recognised for resilience, autonomy, structured reasoning and the ability to make a visible difference in growing organisations.

Senior Analyst – Continuous Improvement (Robotics) at BNY Pershing (2020-01 – Present)

• Took ownership of complex operational complaints and escalations, investigating issues end‑to‑end and delivering clear, fair resolutions.
• Worked with internal teams and external suppliers to establish facts, challenge inconsistencies and agree commercially sensible outcomes.
• Identified trends and recurring issues through analysis of reopened cases, producing actionable insight for leadership.
• Strengthened complaint‑handling processes by redesigning workflows, improving accuracy and reducing repeat failures.
• Produced structured reporting highlighting risks, themes and improvement actions.
• Drove ownership across teams, ensuring agreed actions were followed through and service standards improved.

Lead Representative – Corporate Actions at BNY Pershing (2019-01 – 2020-12)

• Managed complex discrepancies requiring investigation and escalation, working closely with suppliers and internal teams.
• Designed QA checks and process improvements to reduce repeat errors and strengthen consistency.
• Produced clear documentation and performance reports for senior stakeholders.
• Identified root causes and implemented corrective actions to improve customer experience.

Apprentice Program Development Specialist at Barclays (2018-01 – 2019-12)

• Conducted structured investigations into performance concerns, safeguarding issues and customer‑related complaints.
• Delivered training on reasoning, decision‑making and regulatory standards, improving consistency across teams.
• Managed sensitive conversations with empathy and professionalism, ensuring fair and informed outcomes.

Customer Outcome Leader / Associate at Barclays (2015-01 – 2018-12)

• Led escalated complaints across multiple sites, taking full ownership from acknowledgement through to resolution.
• Investigated issues thoroughly, reviewing evidence from customers, businesses and suppliers.
• Delivered fair, balanced and commercially appropriate resolutions, often in highly sensitive situations.
• Identified complaint themes and contributed to service‑improvement initiatives across the business.
• Acted as a referral point for complex cases, strengthening consistency and raising service standards.

Decision Maker – Customer Relations Manager at Barclays (2014-01 – 2015-12)

• Full accountability for complaint decisions, including evidence review, liability assessment and outcome setting.
• Produced clear, structured Final Response Letters explaining reasoning and next steps.
• Managed high‑volume caseloads efficiently in a fast‑paced environment.
• Investigated multi‑department issues, ensuring fair and commercially sensible resolutions.

Training Consultant – Complaints & Quality at Barclays (2012-01 – 2014-12)

• Delivered training to improve complaint‑handling capability, investigative reasoning and structured decision‑making.
• Strengthened consistency and quality across complaint outcomes.
• Produced performance and accreditation reports for senior leaders.

Customer Relations Advisor – PPI at Barclays (2010-01 – 2012-12)

• Investigated complex PPI complaints, resolving issues with empathy and professionalism.
• Clarified facts through structured questioning and delivered compliant written outcomes.
• Built strong foundations in regulated complaint handling and customer‑focused service.

Branch Roles – Counter Manager / Cashier at Barclays (2003-01 – 2010-12)

• Delivered face‑to‑face customer service, resolving disputes quickly and professionally.
• Managed sensitive conversations and restored customer confidence.
• Identified early trends and service gaps, contributing to improvements in customer experience.

A Levels in German, French, General Studies – Whitby High School

GCSEs – Whitby High School