Complaints Officer Aegon UK
Dealing with complex complaints through to resolution 2023-12 - 2024-10
Membership and Marketing Supervisor at Costco UK (2023-02 – 2023-11
- Assisting the Membership/Marketing Manager in all administrative duties, including the weekly reports, schedules, ordering artwork for marketing campaigns
- Working on-street marketing, at shows, shopping centres and on-sites
- Attending regular networking meetings (Chamber of Commerce etc)
- Organising membership desk in relation to smooth flow of members, co-ordinate employee breaks, lunches and tasks. Ask for help from other departments where necessary
- Ensuring all employees are aware of any changes to procedures, current marketing promotions and targets to achieve
- Drafting and participating in employee appraisals
- Ensuring that prompt and courteous member service is achieved. Ensuring that any complaints or problems are dealt with, keeping the lines of communication open at all times where appropriate
- Working at membership desk regularly, processing memberships, returns, alterations etc
- Assisting in other areas of the warehouse as and when necessary
- As a Level 3 Trainer, delivering training to staff across the warehouse in Food Hygiene, Allergen Training, GDPR training, amongst other warehouse specific training
Front End Supervisor at Costco UK (2019-08 – 2023-02)
- Oversee, direct and counsel department personnel
- Encourage and coach employees to achieve renewals and discuss upgrades with members
- Draft and participate in employee appraisals
- Communicate with Front End manager in relation to employee scheduling needs
- Perform audit of returned items at membership
- Ensure all 'secure' items are safely locked away and accounted for
- Ensure smooth running at the Front End, ensuring queues are kept to a minimum, social distancing is adhered to and sanitising is carried out. Ask for assistance from other departments when necessary
- Ensure members are wearing masks/face coverings
- Assist in pre-counts and pre-lists at Inventory
Membership and Marketing Supervisor at Costco UK (2017-11 – 2019-08)
- Assisted the Membership/Marketing Manager in all administrative duties, including the weekly reports, schedules, ordering artwork for marketing campaigns
- Worked on-street marketing, at shows, shopping centres and on-sites
- Attended regular networking meetings (Chamber of Commerce etc)
- Implemented and trained other members of staff in relation to the introduction of Licenced Trade Membership, organised record keeping and tracking thereof
- Organised a very successful Trade Fair in the warehouse in January 2018
- Organised membership desk in relation to smooth flow of members, co-ordinated employee breaks, lunches and tasks. Asked for help from other departments where necessary
- Ensured all employees were aware of any changes to procedures, current marketing promotions and targets to achieve
- Drafted and participated in employee appraisals
- Ensured that prompt and courteous member service was achieved. Ensured that any complaints or problems were dealt with, keeping the lines of communication open at all times where appropriate
- Worked at membership desk regularly, processing memberships, returns, alterations etc
- Assisted in other areas of the warehouse as and when necessary
Membership Assistant at Costco UK (2017-06 – 2017-11)
- Discussing membership options with prospective and existing members
- Assisting members with stock queries
- Dealing with refunds
- Dealing with complaints
- Processing membership renewals, including dealing with cash
Financial Crime Risk Manager at Aegon UK (2016-02 – 2017-04)
- Assisted in development and implementation of relevant procedures and guidance to business areas
- Led Pension Scam project, highlighting potential risks to customers
- Involved in PEPs and Sanctions screening
- Oversaw relevant incidents, breaches and complaints, ensuring management information was produced that informed and supported actions taken
- Lead relevant investigations in relation to Financial Crime
- Designed Microsoft SharePoint site to deal with queries and suspicious activity reports from business areas
Legal Consultant/Helpdesk Specialist at Aegon UK (2013-04 – 2016-01)
- Provided legal and technical advice to all levels within the Group, up to and including Executive level in relation to dispute resolution in order to ensure settlement of a dispute to the satisfaction of the Group, and where possible, without the case going before a court, Ombudsman or regulator
- Managed the Legal Helpdesk, providing assistance to the staff members on legal queries relating to the Group's activities
- Investigated complex complaints and disputes and drafted responses to customers and, solicitors and courts, negotiating settlements. Due to the nature of this work, many of the people I dealt with were distressed or hostile
- Prepared witness statements for submission to the courts and police on behalf of the organisation
- Conducted telephone mediation hearings on behalf of the company in relation to debt recovery
- Managed and prioritised workflow for own role as well as the Legal Assistant's role ensuring the workload and priorities were aligned with the business requirements and strategy
- Designed a Microsoft SharePoint site to enable members of the Group to seek assistance from the legal department
- Represented the legal department on the Group's Incident Management Group
- Involved in conducting investigative work in relation to high value sensitive debt recovery work and disputes
- Represented the organisation, and was a Steering Committee Member and Treasurer of Elixir 2000, an organisation comprised of members of most of the large life insurance and pensions companies in the UK, dealing in sharing information on debts and potential fraudulent activity in relation to Independent Financial Advisers
Legal Assistant/Paralegal at Aegon UK (2002-01 – 2013-04)
- Dealt with undefended debt recovery cases and disputes on behalf of the Group, investigating cases and drafting court documents
- Provided legal and technical advice to all levels within the Group, up to and including Executive level in relation to dispute resolution in order to ensure settlement of a dispute to the satisfaction of the Group, and where possible, without the case going before a court, Ombudsman or regulator
- Prepared witness statements for submission to the courts and police on behalf of the organisation
- Involved in conducting investigative work in relation to sensitive debt recovery work and disputes
Mortgage Administrator at Aegon UK (1997-11 – 2002-12)
- Dealt with administration of Staff mortgages including instructing surveys, contacting staff members, HR department, surveyors and solicitors
- Responsible for recovery of debt where staff members had left the company and fallen in to arrears with payment
- In 2002, led the project to outsource the Staff Mortgage Book to an external lender
District Office Clerk at Britannic Assurance Plc (1983-01 – 1997-11)
- Dealt with quotes and provided advice in relation to applications for motor, home and public liability policies
- Collected premiums from policyholders at the counter in the office, involving balancing daily accounts and banking money
- Communicated with policyholders, office staff, head office staff and other branch offices in relation to claims, including death claims, motor insurance and home insurance claims
- Seconded to other branches when experienced help required
