Bereavements Customer Service Executive - Diligenta - Reading
(2018-09)
- Handling life and pension policies at the point of bereavement
- Liaising with beneficiaries, family members, guardians and financial institutions by phone, letter or email
- Investigating and recommencing policies to the relevant beneficiaries and advising them of the outcome
- Handling any queries relevant to any policy after the point of bereavement
Administrator - Administration Roles (Contractor)
(2018-07 - 2018-09)
PPI Administrator and Data Gatherer - Huntswood - Reading
(2016-10 - 2018-07)
- To efficiently provide administrative support to the Payments Team responsible for ultimately paying and resolving any closure issues in respect to the customer's PPI complaint
- Managed the department's mailbox which included: General day to day issues, Duplicate payment requests, Rework cases, Mortgage Adjustment cases, Accident and Sickness payment anomalies, Case closure queries, Payment confirmations, Dealing with requests from customers through our Telephony department
- Providing weekly updates to senior managers
- Research, gather and present data relevant to the customer complaint using in-house systems to log and allocate cases for review
- Ensure the complaint handling process is complete and sufficient data has been gathered to ensure a full investigation can be completed
- Gather information to deadline and quality standards whilst maintaining customer outcomes
Assessment Centre Manager - Reed Personnel - Reading
(2016-04 - 2016-10)
To efficiently run an employment support allowance assessment centre in Reading. I started this role as an administrator but took over as the centre manager due to sick leave within 2 weeks of my start date. Whilst the role itself was not particularly difficult the level of crisis management in respect to the daily appointments and clients was extremely high.
- Ensuring all clients are booked into the correct sites
- Ensuring all necessary information for the client has been received prior to the assessment
- Liaising with the client to address any issues prior to the assessment
- Advising all practitioners of their clients and expectations on the assessment day
- Keeping a log of all activities on DWPs (Department of Work and Pensions) systems including Cancellations, Rebooking, Missing information
- Ensuring the centres run to time and updating clients of delays on the day
- Handling issues with the clients during the running of the centre
- Meeting with senior management daily to report the day's achievements
Immigration Specialist - GE - Bracknell
(2013-02 - 2016-04)
- Uses expertise to manage all immigration requirements within Europe including visas, work permits and work authorisations, enhancing compliance and offering extensive support to field engineers and clients
- Builds and manages excellent relationships including extensive liaison with legal councils, keeping abreast of changing legislation
- Ensures the continual analysis of processes, implementing changes as required to improve efficiency including an immigration matrix which allowed the resource team to engage different nationalities compliantly and a lessons learned document which enhanced processes
- Continually offers immigration advice at a strategic level to resource teams and service managers as well as planning upcoming outages with the resource team
- Responsibility for training and leading colleagues, using expertise within policies and processes
