Amelia Hook
Manchester
Summary
Customer Resolution Specialist with over three years' experience managing complex customer journeys, resolving high-priority escalations, and building trust with a wide range of stakeholders. Experienced in acting as a dedicated point of contact for customers, driving positive outcomes through proactive communication, problem-solving, and cross-functional collaboration. Skilled at identifying customer risks, improving engagement, analysing customer feedback, and implementing process improvements that enhance the overall customer experience. Recognised for building strong relationships, taking ownership of challenging situations, and influencing stakeholders to deliver long-term customer success.
Overview
2027
2027
years of professional experience
8
8
years of post-secondary education
Work history
Customer Resolution Specialist
Octopus Energy
Manchester
08 2023 - Current
- Manage a portfolio of complex and high-priority customer cases, acting as the primary point of contact and building trusted relationships throughout the customer journey.
- Take ownership of customer escalations from initial investigation through to resolution, ensuring customers feel supported, informed, and valued at every stage.
- Partner with internal stakeholders across Billing, Credit, Smart Metering, Operations, and Leadership teams to coordinate solutions and deliver positive customer outcomes.
- Lead the resolution of Ombudsman and executive-level complaints, producing evidence-based case reviews and representing the business throughout the investigation process.
- Identify customer risks, recurring themes, and service gaps, proactively driving improvements to reduce future complaints and improve customer satisfaction.
- Act as a customer advocate, ensuring customer feedback and insights are shared across the business to influence decision-making and service enhancements.
- Develop and maintain reporting tools, trackers, and performance dashboards to improve visibility, accountability, and operational effectiveness.
- Support customer retention by rebuilding trust in challenging situations and resolving issues that could otherwise lead to customer dissatisfaction or disengagement.
- Deliver coaching, workshops, and knowledge-sharing sessions to improve complaint handling, customer communication, and service delivery standards across teams.
- Serve as a trusted escalation point for colleagues, guiding complex customer cases and stakeholder management.
Education
Diploma of Higher Education - Public Services
The Sixth Form
Bolton 09.2015 - 05.2017
Diploma of Higher Education - Law
The Sixth Form
Bolton 09.2015 - 05.2017
GCSEs - Including English
Lowton Church of England High School
09.2010 - 05.2015
Functional Skills Level 2 - Mathematics
City & Guilds
Skills
- Relationship Management
- Escalation Management
- Customer Advocacy
- Stakeholder Management
- Account Ownership
- Client Communication
- Conflict Resolution
- Process Improvement
- Customer Journey Optimisation
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Coaching & Mentoring
- Quality Assurance
- Problem Solving
Timeline
Diploma of Higher Education - Public Services
The Sixth Form
09.2015 - 05.2017
Diploma of Higher Education - Law
The Sixth Form
09.2015 - 05.2017
GCSEs - Including English
Lowton Church of England High School
09.2010 - 05.2015
Customer Resolution Specialist
Octopus Energy
08 2023 - Current
Functional Skills Level 2 - Mathematics
City & Guilds