Shona Louise Hartsell

Customer Relations Case Handler @Direct Line Group

Leeds, GB

Leading UK insurance firm, with five million customers across home, motor, breakdown, life, pet and travel categories.As a Customer Relations Case Handler, I specialize in managing and resolving customer complaints within the insurance and financial services sector, with a focus on delivering exceptional customer experiences and ensuring compliance with regulatory requirements. My role involves investigating issues, analysing evidence, and facilitating fair outcomes for customers while collaborating effectively with various business areas and service providers.Key Responsibilities:• Complaint Management: Efficiently manage a caseload of customer complaints, ensuring timely resolution while adhering to regulatory guidelines.• Investigation: Utilize strong analytical skills to investigate complaints thoroughly, gathering evidence and identifying root causes to inform decision-making.• Customer Engagement: Interact directly with customers, demonstrating empathy and active listening skills to understand their concerns and provide clear communication throughout the resolution process.• Collaboration: Liaise with multiple business areas of the business including claims technicians, managers and service providers, influencing outcomes and fostering teamwork to enhance the overall customer experience.• Feedback Improvement: Provide constructive feedback and support to frontline teams and service providers, identifying opportunities for improvement in customer interactions and processes.• Writing resolution letters to address customer concerns, ensuring timely and effective communication that enhances customer satisfaction.

Batley School of Art and Design

HE National Diploma in Art and Design