Lewis Brooks

Experienced customer service and operations professional with 4+ years of customer-facing experience across motor claims, recoveries, recruitment administration and onboarding. Experienced in complex case management, liability disputes, negotiation, evidence and document management, stakeholder communication and resolving customer issues. Confident working independently in a home-based environment, managing competing priorities and working to KPIs and performance targets.

Strong IT skills across Microsoft Access, Word and Outlook, alongside Teams, Zoom, CRM/case-management systems and company-approved AI tools.

Recoveries Executive - Sovereign Automotive

(2024-04)

• Manage a caseload of motor recovery and credit-hire claims through the recovery journey, maintaining accurate, complete and up-to-date documentation.
• Investigate claims, collate supporting evidence and assess information to establish and argue liability with third parties.
• Communicate with clients, third-party insurers, solicitors, garages and other stakeholders to progress claims and maximise recovery.
• Manage client expectations by providing clear, professional updates throughout the recovery process.
• Negotiate recovery of charges associated with vehicles provided to clients on a credit basis and challenge third-party positions where appropriate.
• Prepare and issue settlement scripts and related correspondence, including matters referred to solicitors when third parties fail to engage or do not respond appropriately.
• Issue settlement payments to clients and manage associated administrative processes accurately.
• Work towards individual and team KPIs and performance targets while managing competing priorities and required timescales.
• Use Microsoft Access, Outlook, Word, Teams and Zoom as part of daily operations.
• Use company-approved AI tools to support operational workflows, independently checking generated content for accuracy, suitability and reliability before use.
• Maintain accurate case records and ensure information remains current throughout the lifecycle of each claim.

Recruitment Administrator - NHS Professionals

(2021-10 - 2024-04)

• Provided customer service and operational support to clients, workers and internal colleagues.
• Used CRM systems to audit new applicants and existing workers, ensuring records and compliance information were accurate.
• Managed onboarding for new bank members, supporting document requirements and arranging onsite verification appointments.
• Maintained communication with candidates, corporate staff, recruitment consultants and department managers throughout the onboarding process.
• Handled customer complaints, sensitive queries and escalations professionally, resolving issues or escalating where appropriate.
• Managed sensitive and confidential information while maintaining accurate records and professional working relationships.
• Used Microsoft Office applications for data input, correspondence, reporting and day-to-day administration.
• Contributed to team meetings and process-improvement discussions as a subject matter expert within the department.
• Worked across internal and external stakeholders using strong written and verbal communication skills.

Onboarding Coordinator – Bank Exclusive Team - NHS Professionals

(2021-02 - 2021-10)

• Used CRM systems to audit workers across the organisation and ensure accurate compliance checks.
• Provided daily telephone and administrative support to existing workers and new applicants.
• Identified and communicated potential risks to line management during the audit process.
• Used Microsoft Office applications to navigate information and produce accurate reports.
• Acted as a point of contact and subject matter expert for the non-clinical team within compliance.
• Worked to strict KPIs, targets and deadlines while prioritising workload during periods of high demand.
• Used initiative and effective time management to manage competing workloads and time-sensitive tasks.

Customer Service Assistant - Argos

(2020-10 - 2021-01)

• Provided professional customer service in a busy retail environment, answering queries and supporting customers with their needs.
• Used internal stock systems and voice-input software to locate, replace and clear stock accurately.
• Supported customers during product handover while following safety and operational guidelines.
• Worked proactively with colleagues during high-volume periods to maintain efficient service.

Warehouse & Assembly Roles - Various agencies and employers

(2018-11 - 2021)

• Completed warehouse, picking, packing, stock movement and assembly work across multiple employers.
• Worked safely and efficiently as part of teams while following workplace procedures and instructions.

OCR Level 2 National First Award in ICT - ICT - Colchester Institute

BCS Level 1 ECDL Award in IT User Skills (QCF Qualification) - IT User Skills

GCSEs - The Colne Community School and College