Alex Thomson
Kirkintilloch,East Dunbartonshire
Summary
I bring extensive experience in claims processing and complaints management, with a strong focus on delivering fair outcomes and excellent customer care. I take pride in my attention to detail and ability to stay organised under pressure, ensuring GDPR compliance and efficient handling of cases. I’m motivated by helping people resolve issues and contributing to smoother operations, while continuing to grow and build my career within the industry.
Overview
9
9
years of professional experience
Work history
SIPP claims handler
PWC - Financial Services Compensation Scheme
Glasgow
11.2024 - 09.2025
- Managed complex self-invested personal pension claims for successful resolution.
- Effective case management and prioritisation to ensure deadlines are met in line with service level agreements.
- Liaised with internal and external parties to ensure all pertinent information was obtained.
- Adhered strictly to industry regulations during every stage of claim processing.
- Achieved efficient claim processing with meticulous attention to detail.
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Communicated decisions to customers, both written and verbally, ensuring their full understanding of the decision made.
SIPP claims handler
Capita - Financial Services Compensation Scheme
Glasgow
07.2019 - 11.2024
- As above, contract transferred to PWC in November 2024.
Customer relations representative
Vodafone UK
Glasgow
06.2016 - 05.2019
- Conducting investigations in response to formal complaints.
- Identifying failures and areas of improvement across all departments.
- Escalating and resolving areas of concern in line with service level agreements and regulators guidelines.
- Making decisions and proposing resolutions to mutually resolve complaints.
- Informing customers about other products the company offers that are more suitable to their business needs.
- Liaising with both internal and external departments to ensure client needs are fulfilled effectively.
- Building and maintaining relationships with clients and key personnel within customer companies.
- Training entry-level agents by providing constant floor support within their first 12 weeks in the role and setting goals and targets in one-to-one coaching sessions.
Education
SVQ3 - Hospitality Supervision and Leadership
First 4 Skills
SVQ Level 3 - Higher Graphic Communication
Boclair Academy
SVQ Level 2 - Intermediate 2 Mathematics
Boclair Academy
SVQ Level 2 - Intermediate 2 Physics
Boclair Academy
SVQ Level 2 - Intermediate 2 Technological Studies
Boclair Academy
SVQ Level 2 - Standard Grade Craft & Design
Boclair Academy
SVQ Level 2 - Standard Grade Geography
Boclair Academy
SVQ Level 2 - Standard Grade Graphic Communication
Boclair Academy
SVQ Level 2 - Standard Grade Physical Education
Boclair Academy
SVQ Level 2 - Standard Grade English
Boclair Academy
Skills
- Claims processing
- Complaints management
- GDPR adherence
- Time management efficiency
- Customer Service
- Attention to Detail
- Excellent communication skills
- Problem Solving
References
References available upon request.
Timeline
SIPP claims handler
PWC - Financial Services Compensation Scheme
11.2024 - 09.2025
SIPP claims handler
Capita - Financial Services Compensation Scheme
07.2019 - 11.2024
Customer relations representative
Vodafone UK
06.2016 - 05.2019
SVQ3 - Hospitality Supervision and Leadership
First 4 Skills
SVQ Level 3 - Higher Graphic Communication
Boclair Academy
SVQ Level 2 - Intermediate 2 Mathematics
Boclair Academy
SVQ Level 2 - Intermediate 2 Physics
Boclair Academy
SVQ Level 2 - Intermediate 2 Technological Studies
Boclair Academy
SVQ Level 2 - Standard Grade Craft & Design
Boclair Academy
SVQ Level 2 - Standard Grade Geography
Boclair Academy
SVQ Level 2 - Standard Grade Graphic Communication
Boclair Academy
SVQ Level 2 - Standard Grade Physical Education
Boclair Academy
SVQ Level 2 - Standard Grade English
Boclair Academy
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