Sandra Summer
Experienced Customer Service Manager
Talent
69 Peel Street, Morley, Leeds, West Yorkshire LS27 8RGMember since August 18, 2026
Customer relationship managementCase managementComplaint resolutionEmergency response managementRegulatory compliance FCA and GDPRPrioritising vulnerable customersTeam collaborationCustomer service strategyRoot cause analysisCommunication skills via telephone, email, text and letterWebchatSAP GUISAP CRMMicrosoft TeamsExcelWordAWB (Agent Workbench)SIPDDyno D365Mentoring new starters
·
Hire this person
Send a job offer directly to this candidate
Customer relationship managementCase managementComplaint resolutionEmergency response managementRegulatory compliance FCA and GDPR
About
Experienced Customer Service Manager with over 20 years in the industry, specialising in resolving complex customer issues efficiently. Skilled in regulatory compliance and adept at managing customer relationships to ensure service excellence.
Experience
Complaint Manager - British Gas - Leeds, West Yorkshire
(1997-11 - 2026-08)
- Addressed customer complaints using proactive communication methods, including telephone calls, emails, letters, and text messages, to enhance customer relationships.
- Resolved issues related to central heating, plumbing, drainage, and home appliances, ensuring customer satisfaction through effective solutions.
- Oversaw customer case management, conducting regular reviews to ensure timely completion of repair jobs and maintain customer communication.
- Prioritised appointments for vulnerable customers to provide immediate access to essential services.
- Assisted customers in navigating HomeCare services to enhance accessibility and understanding.
- Addressed payment queries and resolved general account questions with efficiency and expertise.
- Collaborated with engineering managers to identify root causes of issues and implement enduring solutions for customers.
- Reviewed customer compensation to ensure compliance with company guidelines and alignment with customer expectations.
- Produced written documents that comply with FCA regulations to effectively resolve complaints.
Education
Bachelor of Science - Computer Science - Liverpool University (1995)
A-Levels - Cardinal Heenan High School (1987)
GCSEs - Cardinal Heenan High School (1985)
Skills
Experienced Customer Service Manager
