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Recent history postgrad from Manchester looking to move to London. Academic interests include writing and editing.
Previously worked on a Huntswood managed, financial services project contracted to handle and resolve banking complaints which had been raised by Barclays’ customers. Since the start of the project in March 2014, I was involved in a number of different work streams all of which have served me well in enhancing my professional development within this industry. For example, the first few months of the project saw me assigned to a Case Handler position accountable for working such complaints and ensuring they had been dealt with correctly and fairly. This complaint-handling role was very important as it enabled me to gain the experience of working within a target-based environment where making independent judgements, thinking holistically, and being direct in my writing were all important skills required to succeed in the role. After several months in this position, following a promotion I was then assigned to work alongside the Quality Assurance Team (QA) in a ‘checking role’ accountable for reviewing the work of other Case Handlers and ensuring that the decisions being reached for customers were fair and correct. As a QA, I was responsible for reviewing various elements of the completed case ranging from the decision of the complaint, the recorded audit trail left on the in-house system, and the content detailed in the letter addressed to the customer. When reviewing these cases, it was necessary for me to adhere to strict guidelines so that quality levels remained high and were deemed acceptable by the client in question (Barclays Bank). In this senior position, I was very much expected to provide a supporting role to those who struggled with their work as well as offer expertise to Case Handlers experiencing difficulties reaching a decision regarding the outcome of their complaint.
Prior to my position with Huntswood, my engagement with Barclays has also included working with Deloitte, this time, however, on a project designated to resolving Payment Protection Insurance (PPI) complaints. My first involvement on this contract involved joining the Case Handler Support Team (CHS) who were responsible for various administrative tasks to support the project. Notable duties included: circulating information to other members of staff, proofreading letters addressed to customers, filing, and maintaining accurate records on electronic and hard copy databases. After excelling in this role, I was quickly promoted to a Case Handler position accountable for resolving PPI complaints associated with a number of products: Barclaycard, Barclays mortgages, loans, and overdrafts. In a similar fashion to my role with Huntswood, this position was extremely beneficial in allowing me to demonstrate my capability to manage my own workload in a target based environment, complete work thoroughly and accurately, edit peer work, as well as interact with senior members of staff effectively.