Customer Service Advisor – Contracted Role - AXA Health Insurance (Sensee) - Remote
(2026-01 - 2026-04)
- Handled incoming calls, live chat, and written communication from AXA Health customers to ensure they received the correct advice in line with their policy.
- Offered clear explanations of claim and service processes, coverage details, and next steps to ensure customers understood their options.
- Used empathy and active listening skills to provide reassurance and build trust with customers during challenging times.
- Created and maintained accurate and appropriate records of customer interactions on systems.
- Continuously updated knowledge of policies, procedures, and medical claims processes to provide accurate and helpful advice.
- Prioritised the customer's best interests by considering their specific circumstances and needs in every interaction.
- Worked flexibly within skillset to move to and support other teams, multiskilling and taking on additional duties as required.
Customer Support & Scheduler – Contracted Role - Post Office Ltd - Remote
(2024-10 - 2026-01)
- Served as a first point of contact for Postmasters and internal customers, handling high volumes of inbound and outbound calls and emails to resolve scheduling, service, and operational queries.
- Delivered calm, clear, and professional customer support, actively listening to concerns, investigating issues, and providing timely, accurate resolutions in line with service standards.
- Managed end-to-end scheduling for 1,000+ Post Office locations, ensuring accuracy across multiple systems while maintaining a customer-focused approach to minimise disruption and delays.
- Took ownership of urgent amendments and service issues, proactively communicating updates, managing expectations, and following cases through to resolution.
- Accurately logged all customer interactions, case notes, and schedule changes within internal systems, maintaining audit-ready records and high data accuracy.
- Worked to KPIs and SLAs, balancing high volumes of requests while delivering consistent service quality in a fast-paced, remote environment.
- Produced MI and KPI reports to support performance tracking, service optimisation, and customer satisfaction improvements
Claim Technician – Subsidence Claims - Sedgwick - Remote
(2023-12 - 2024-10)
- Independently managed a portfolio of 100+ active complex subsidence claims, acting as the first point of contact for policyholders, surveyors, builders, and insurers.
- Ensured audit-ready documentation by maintaining records of claim details, evidence, and correspondence within CRM and claims management systems.
- Identified risk and escalation points, managing complex or sensitive cases in strict alignment with internal standards.
- Consistently achieved SLA targets for complaint handling and customer response, supporting high NPS scores and repeat business.
- Supported billing and invoicing, ensuring seamless financial documentation and process compliance.
- Handled customer complaints relating to property insurance claims, reviewing claim files, policy documentation, and correspondence to assess validity and gather all relevant information.
- Conducted thorough complaint investigations by analysing claim details, policy terms, and supporting documents.
Claims Handler – Personal Injury & Medical Negligence - Fletchers Group - Manchester
(2023-01 - 2023-12)
- Managed high-volume inbound and outbound client enquiries, guiding customers through the end-to-end claims process for personal injury and medical negligence matters.
- Served as the first point of contact for vulnerable clients, delivering empathetic, professional support and ensuring compliance with regulatory and legal standards.
- Surpassed performance targets for lead qualification, conversion, and client onboarding, contributing to a 20% increase in successful case initiations.
- Maintained data accuracy across multiple systems, supporting audit and compliance requirements.
- Coordinated with legal, compliance, and operations teams to guarantee seamless case handover and optimal client experience.
Customer Experience (CX) Associate - AnywhereWorks - Remote
(2021-09 - 2023-01)
- Engaged with customers via inbound and outbound calls (150+ daily) and email, responding to enquiries and guiding customers through decision-making processes.
- Delivered high-quality first-contact service across multiple client accounts, consistently achieving 95%+ customer satisfaction scores.
- Identified customer needs through effective questioning and built rapport to gain trust and commitment, delivering a personalised and engaging experience.
- Managed multiple systems simultaneously while maintaining focus and efficiency in a fast-paced virtual contact centre.
- Accurately captured and updated customer information across CRM and booking/processing systems, ensuring high levels of data accuracy.
Sales & Logistics Coordinator - Own Label Creations - Manchester
(2020-04 - 2021-09)
- Managed inbound sales enquiries from new and existing clients, guiding them through the sales process from initial contact to order confirmation.
- Managed the full sales lifecycle from lead qualification to order fulfilment, driving 25% year-on-year client retention through superior relationship management.
- Qualified inbound leads by assessing client requirements, timelines, and budgets, supporting effective pipeline progression and conversion.
- Built strong client relationships through proactive communication, contributing to repeat business and client retention.
- Utilised CRM and order management systems to maintain up-to-date, compliant records and support pipeline reporting.
