EXPERIENCED PPI CASE HANDLER & CUSTOMER RELATIONS TEAM LEADER who has gained 18 years industry experience. In current role, is responsible for reviewing PPI complaints and resolving them with a view to reaching a fair outcome. Is able to manage resources to deliver a world class complaint handling service to customers. Experienced at completing reports to stakeholders and hierarchy on a daily/weekly/monthly basis. Leading, coaching, developing and motivating a team of 11 contact centre complaints case handlers. Experienced at setting and implementing Personal Development Plans and KPI's for team members to ensure continuous self-development. Experienced in performance management/sickness absence procedures. Working knowledge of Lean processes and procedures.
Educated to a good standard.
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