Richard Linney

WORK HISTORY

EDUCATION

SKILLS

ABOUT RICHARD LINNEY

Head of Complaints operating within a financial complaints environment. I possess an in-depth working knowledge of- Complaints, Root Cause FOS/FSPO and Relationship management of FOS - Debt Collection practices (including trace) gained through 15 years experience and industry qualifications - Oversight of suppliers within the DCA industry - Quality and continual improvement methodologies- Strong regulatory focus. Recent achievements include- Identifying and implementing a process change in FOS casework handling. This resulted in a c.20% time saving on a high-volume activity without negatively affecting the overturn rate at the FOS- Recently designed and implemented a fully refreshed Oversight program across Complaints and Vulnerable customers, which attracted Senior Stakeholder recognition for the robustness of design during a 3rd line audit. Within the first two months of being launched, the program positively engaged Handlers and delivered tangible benefits by lowering the error rate, in particular root cause selection- Recently developed the Root Cause methodology resulting in the implementation of refreshed Root Cause category selection and guidance to Complaint Handlers; minimising erroneous data entry. We now have \'cleaner data\' being used to analyse, present and therefore make more effective decisions to improve experience and outcomes for customers. Responsible for the performance and development of the Complains department which includes Management, Team Leaders, Root Cause, FOS Handlers.