Consumer Relations Advisor - Consumer Council for Water
(2025-04 - 2026-01)
- Managed a varied caseload of complex consumer complaints and enquiries, ensuring fair and timely resolutions in line with organisational procedures and regulatory expectations.
- Investigated complaints by gathering, reviewing and assessing evidence from consumers and water companies to support informed decision-making and appropriate outcomes.
- Handled sensitive and escalated matters involving vulnerable customers with empathy, professionalism and strong communication skills.
- Maintained accurate case records and managed competing priorities effectively within a high-volume complaints environment.
- Liaised with multiple stakeholders to resolve disputes, manage expectations and support positive customer outcomes.
Authorisation Officer Level 1 - Solicitors Regulation Authority - Birmingham
(2024-03 - 2024-07)
- Managed a caseload within a professional regulatory environment, ensuring cases were progressed in line with policy, procedural and regulatory requirements.
- Assessed applications and supporting evidence to support regulatory decision-making, applying professional judgement and attention to detail.
- Interpreted regulatory guidance and internal procedures to ensure fair, consistent and compliant outcomes.
- Produced clear written reports and maintained accurate case documentation to support transparent decision-making and audit requirements.
- Communicated professionally with stakeholders regarding case progression, evidential requirements and regulatory outcomes.
Complaints Officer - Health Harmonie - Birmingham
(2024-01 - 2024-03)
- Investigated sensitive patient complaints and concerns within a healthcare environment, ensuring matters were handled fairly and in accordance with organisational procedures.
- Managed complaints involving vulnerable and distressed individuals, balancing empathy with procedural requirements and professionalism.
- Gathered and assessed information from clinicians and healthcare teams to support complaint investigations and informed outcomes.
- Produced clear written responses outlining investigation findings, actions taken and decision rationale.
- Identified recurring issues and contributed towards discussions around service improvement and patient experience.
Registration Officer - General Dental Council
(2023-04 - 2023-11)
- Managed registration-related casework within a professional regulatory environment, ensuring compliance with regulatory standards and procedures.
- Assessed applications and supporting documentation accurately, identifying discrepancies and areas requiring clarification.
- Interpreted policies and regulatory guidance to support fair and consistent decision-making.
- Liaised with internal and external stakeholders to provide guidance regarding registration processes and requirements.
- Maintained accurate records and handled sensitive queries with professionalism and confidentiality.
Customer Call Hub Agent - Financial Ombudsman Service - Coventry
(2022-10 - 2023-01)
- Acted as a first point of contact for consumers raising financial complaints and disputes, handling sensitive matters with professionalism and empathy.
- Gathered relevant information and maintained accurate records to support complaint progression and investigation processes.
- Managed conversations with vulnerable or distressed customers while balancing empathy, impartiality and procedural requirements.
- Applied attention to detail and sound judgement when handling confidential information within a regulated environment.
CEM Analyst/Letter Team Assistant - HSBC UK - Birmingham
(2019-01 - 2022-09)
- Supported regulatory and risk-based customer exit processes within Business Financial Crime Risk, ensuring compliance with internal policy and financial crime frameworks.
- Reviewed case information and managed sensitive written communications relating to Client Exit Management processes.
- Produced and quality assured formal customer correspondence, ensuring accuracy, confidentiality and compliance with regulatory standards.
- Created internal guidance materials and delivered training to colleagues and contractors to support consistency and operational effectiveness.
- Conducted quality assurance checks and escalated concerns appropriately to support risk management and procedural compliance.
Collections Complaints - HSBC UK - Birmingham
(2017-10 - 2018-12)
- Investigated complex and escalated customer complaints, gathering evidence and assessing information to support fair and reasoned outcomes.
- Worked closely with vulnerable and financially distressed customers, handling sensitive conversations with empathy and professionalism.
- Balanced policy, regulatory requirements and customer circumstances to support proportionate and evidence-based decision-making.
- Provided clear explanations of complaint outcomes and decision rationale through written and verbal communication.
- Supported complaint resolution at first point of contact by coaching colleagues and providing feedback on complaint handling approaches.
JLFS Customer Resolutions - HSBC UK - Birmingham
(2016-09 - 2017-09)
- Investigated customer complaints and service failures, liaising with multiple departments to coordinate fair and timely resolutions.
- Managed escalated and sensitive complaints in line with FCA/FOS guidance and internal procedures.
- Produced professional written correspondence outlining complaint findings, actions taken and outcome rationale.
- Demonstrated strong judgement, stakeholder management and problem-solving skills within a fast-paced regulated environment.
JLFS Customer Services - HSBC UK - Birmingham
(2015-06 - 2016-09)
- Delivered customer support within a high-volume financial services environment, resolving queries and basic complaints efficiently and professionally.
- Acted as a first point of contact for escalated customer issues, using strong communication and problem-solving skills.
- Supported training delivery and assisted colleagues with operational queries and processes.
Article Writer - DesiBlitz.com - Birmingham
(2013-02 - 2014-10)
- Researched and produced articles for a large online audience, developing strong written communication, analytical and interviewing skills.
Article Writer - Eastern Insider Newspaper - Birmingham
(2012-07 - 2013-03)
- Researched, wrote and edited articles across a variety of topics, demonstrating attention to detail and strong written communication skills.
