Sam B.
Complaint & Operational Excellence Manager @Zero Deposit
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WORK HISTORY
Complaint & Operational Excellence Manager @Zero Deposit
As a Complaint and Operational Excellence Manager, I spearheaded transformative initiatives aimed at enhancing operational efficiency and regulatory compliance within our organisation. Leading as the Complaint Manager, I orchestrated comprehensive revisions to our complaint handling procedures, aligning them meticulously with TCF/DISP FCA regulations to ensure fairness and regulatory adherence across all business operations. This encompassed managing Financial Ombudsman cases, meticulously documenting case files, and conducting monthly root cause analyses. I possess proficiency in generating a diverse range of reports on Salesforce, customised to meet specific informational needs. This skill complements my ability to lead operational improvements, ensuring compliance with TCF/DISP FCA regulations while fostering continuous improvement and customer-centricity. My strategic interventions yielded tangible results, notably reducing complaint volumes while elevating our approach to supporting vulnerable customers, thus fostering a culture of continuous improvement and customer-centricity. Additionally, I championed mental health advocacy within the organisation, initiating support initiatives that prioritised empathy and well-being among both employees and customers.Through rigorous root cause analysis, I seamlessly integrated operational excellence into our complaint handling processes, proactively addressing underlying issues and implementing solutions designed to surpass customer expectations. This steadfast commitment to transparency, accountability, and quality consistently upholds our organisation\'s standards of service delivery.
EDUCATION
Beneast
NVQ level 4, Management
Beneast
NVQ level 4, Computer and Information Sciences and Support Services
Blackpool and The Fylde College
A Level, Forensic Science and Technology
Blackpool and The Fylde College
A Level, Information Technology
The Bedford College Group
Mental Health Level 3, Mental health
The Bedford College Group
Mental Health First Aid and Advocacy in the workplace, Mental Health
ICS Learn
CIPD Level 5 Diploma, Human Resources
Blackpool and The Fylde College
Counselling
Blackpool and The Fylde College
A Level, Sociology
Blackpool and The Fylde College
A Level, Government and Politics
Beneast
NVQ level 4, Business Administration, Management and Operations
Blackpool and The Fylde College
A level, Psychology
ABOUT SAM B.
Complaint Guru - Blogger - ADHD, Disability & Mental Health Advocate.
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