Customer Solutions Redress Administrator - Lloyds Banking Group
(2025-01)
- Lead and contribute to continuous improvement groups, driving efficiency and process enhancements
- Generate and analyse reports and performance data to identify trends, support forecasting, and highlight areas for improvement
- Issue varies payments, ensuring compliance with tax regulations
- Act as deputy to business support colleagues, supporting various projects and administrative tasks as needed
- Take telephone calls and log them in the internal system, conduct root cause analysis (RCA), report trends to management, and implement new controls to prevent recurrence
- Investigate complex rectification cases involving banking errors and customer account discrepancies. Communicate outcomes clearly to customers through written correspondence and telephone support
- Monitor team performance and project progress to ensure timely delivery and alignment with goals
- Manage complaints and complex cases, collaborating with stakeholders to ensure effective resolution
- Support the admin team with complex queries and case handling
Senior Administrator - Lloyds Banking Group
(2024-07 - 2025-01)
We received a project from Scottish Widows, affecting approximately 200,000 policies. As a senior administrator, I successfully delivered the project by providing training and supervising the team throughout its execution. I also coached team members and resolved complex issues for specific customers.
- Collaborated with management and senior colleagues to assess and improve the mailing strategy, planners, and process flow
- Managed a team of 20+ individuals, ensuring high performance, simplifying complex issues, and resolving problems in real time
- Forecasted resource needs and adjusted team allocation based on projected workloads to maintain efficiency throughout the project
- Delivered system training, coached team members for internal interviews, and encouraged long-term engagement with the Redress team
- Produced and presented weekly and ad hoc management information (MI) reports for project managers, senior leadership, and key business stakeholders
Administrator - Lloyds Banking Group
(2023-11 - 2024-07)
- Handled customer calls and casework with high quality, consistently meeting deadlines and exceeding expectations
- Updated systems with customer data while managing high volumes with accuracy and professionalism
- Communicated effectively with SMEs and senior team members to ensure smooth case progression
- Delivered training and onboarding support to new colleagues, ensuring a smooth transition into the team
- Utilised Microsoft Office tools and internal systems to document case information and manage workflows
- Analysed complex customer cases and supported resolution strategies to ensure accurate outcomes
Various roles within Customer Service, Hospitality & Sales - Various
(2021-03 - 2023-11)
- Gained adaptability and flexibility by working across diverse teams with varying work methods and product focuses
- Developed strong customer service skills through exposure to different systems, workflows, and customer needs
- Built confidence in quickly adjusting to new environments and collaborating effectively with a wide range of colleagues
