Complaints Specialist at Yorkshire Dental Suite (2025-03 – Present)
Managed and coordinated the entire complaints process across all nine practices within Yorkshire Dental Suite as the sole Complaints Specialist. Acting as the central point of contact for all patient complaints, independently managed each case from initial receipt through to final resolution, ensuring consistency, fairness, and compliance across every location.
- Managing the full lifecycle of complaints for all nine practices, ensuring timely acknowledgements, thorough investigations, and comprehensive responses.
- Liaising directly with dentists, specialists, hygienists, therapists, dental nurses, practice managers, reception teams, and senior management across multiple sites to gather information and investigate concerns.
- Reviewing clinical records, treatment plans, consent documentation, radiographs, photographs, and correspondence to support impartial investigations.
- Drafting detailed, professional, and empathetic complaint responses on behalf of the practices.
- Liaised with dental finance providers on complaints regarding patient finance agreements, treatment funding, refunds, and contractual queries, ensuring prompt resolutions that aligned with company policies and regulatory requirements.
- Managing cases that were escalated to the Financial Ombudsman Service (FOS), preparing comprehensive case files, supplying supporting documentation, responding to requests for information, and acting as the principal point of contact throughout the investigation process.
- Working collaboratively with clinicians, finance companies, and the Financial Ombudsman Service to achieve fair, evidence-based outcomes for patients while protecting the interests of the business.
- Ensuring all complaints were managed in accordance with Care Quality Commission (CQC) Fundamental Standards, Dental Complaints Service (DCS) guidance, General Dental Council (GDC) Standards for the Dental Team, GDPR, and internal governance policies.
- Identified trends and recurring themes across the group, produced reports for senior management, and recommended service improvements that informed strategies to reduce future complaints and enhance patient experience.
- Provided guidance and support to practice teams on complaint handling, promoting a consistent, patient-centred approach across all locations that improved overall complaint management.
- Maintaining accurate complaint records, monitoring response deadlines, and ensuring regulatory compliance throughout every stage of the complaints process.
- Exercised a high level of autonomy while managing a complex and varied caseload across multiple practices, balancing the needs of patients, clinicians, finance providers, regulatory bodies, and the wider organisation with professionalism, discretion, and sound judgement.
Reception Manager at Crowne Plaza Harrogate (2024-08 – 2025-03)
- Oversaw guest experience from check-in to departure, ensuring satisfaction throughout their stay.
- Coached reception team in delivering world-class customer service standards.
- Managing the day-to-day duties of an extremely busy front desk.
- Liaising with all departments i.e. Housekeeping, F&B, Reservations, Accounts and Maintenance to ensure the guest is catered for throughout their stay.
- Fulfilled duties as Duty Manager and Fire Marshal, ensuring guest safety and compliance.
- Resolved guest complaints effectively to enhance overall satisfaction and loyalty.
- Managed a hotel with a capacity of 214 rooms.
- Working with the Opera System.
- Using Nor1 and Opentable to upsell.
- Rotas and Payroll, using EPS.
- Handled cash transactions securely and accurately at the front desk.
- Recorded Conversations and Disciplinary Meetings.
- Organisational skills to ensure tasks are prioritised.
Front of House Manager at Leonardo Hotel (2024-03 – 2024-07)
- Supervises and manages employees. Manages all day-to-day operations.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Duty Manager shifts, ensuring the Hotel is operating correctly in all departments to the highest standard.
- Resolved complaints and disputes, negotiating solutions to enhance guest satisfaction.
- Coached and trained new team members, fostering skills development and team cohesion.
- Coordinated reception rota and shift patterns to ensure adequate staffing coverage.
- Checking in guests on Opera, making new reservations and dealing with any queries guests may have.
- Created and organised engaging activities and events, enhancing guest experience and atmosphere.
- Arranged meeting rooms for corporate and social events to accommodate attendees effectively.
Store Manager at Office Shoes (2016-03 – 2024-03)
- Exceeded store KPI targets consistently each week and month.
- Managing a Team of 15 Staff to achieve daily objectives.
- To maintain a high performance team through effective management of productivity, individual targets and store sales.
- Train and Coach colleagues to ensure all company procedures and standards are adhered to.
- To inspire and lead a team to deliver a high standard of customer service and demonstrate the brand behaviours.
- Offer exceptional Customer Service to maximise sales opportunities.
- Maintained high standard of service on shop floor at all times.
- Conducted daily briefings at the start of each shift to align team goals.
- To motivate and encourage the sales team in order to maintain good staff relations and morale.
- Assisted in conducting staff training events to enhance skills and knowledge of the sales team.
- To conduct reviews within set timescales with poor performers.
- Resolve customer complaints in a timely and professional manner that retains loyalty.
- To ensure all policies and procedures including health and safety, operations, stock management and HR are being followed by myself and the team.
- Managed audit and compliance procedures to ensure adherence to company standards.
- Monitored commercial reports, compiled weekly store actions, and liaised with visual merchandising team to enhance store presentation.
- To be responsible for banking and cash handling procedures in the manager's absence.
- Communicate effectively and build strong working relationships within the Store Team, Area manager and across to other departments of the business.
- Drove sales and profitability of store, contributing to overall growth.
- Increased sales through strategic engagement with customers and team collaboration. through maximising team performance.
- Maximising sales through effective merchandising.
- Demonstrated effective leadership by consistently modelling best practices for the team. in all aspects of the role.
- Monitored and reviewed staff and store performance regularly to identify areas for improvement.
- Recruiting, training, supervising and appraising staff.
- Organised and arranged promotional materials and displays to enhance customer engagement.
- Maintaining accurate statistical and financial records.
Assistant Manager at Fossil (2014-03 – 2016-03)
- Executed floor sets to improve product visibility and increase customer traffic
- Coordinated employee schedules to optimise team coverage during peak hours
- Assisted in core staffing activities to support team efficiency and service quality
- Employee Engagement/Development
- Onboarding
- Managed timekeeping records for accurate payroll processing
- Safety and Loss Prevention
- Merchandise Handling
- Maintenance and Housekeeping
- Performed watch repairs to restore functionality and customer satisfaction
Store Manager at Ollie & Nic (2012-07 – 2014-07)
Supervisor at Radley and Co (2010-09 – 2012-12)
- Led team of twelve staff members to streamline daily operations.
- Training new and existing staff.
- Collaborated with management on strategic initiatives to align team goals.
- Processing daily reports, KPIs, Atv and Ipt tracking.
- Managed email correspondence to facilitate timely communication with stakeholders.
- Customer Service and cash handling.
- Opening and closing the store daily.
- Organising deliveries and replenishing stock.
- Merchandising in store fixtures and windows.
Customer Service Agent at The Listening Company (2009-06 – 2010-09)
- Handled customer queries through effective communication and problem-solving.
- Resolved customer complaints effectively, enhancing customer satisfaction.
- Managed high volume of calls daily, ensuring prompt assistance to customers.
- Navigated multiple systems simultaneously to streamline customer service processes.
- Identified opportunities to upsell products during customer interactions.
