Caroline Myles
Liverpool,Merseyside
Summary
Driven and focussed Complaint Manager with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Secures success through knowledge, hard work, attention to detail and excellent organisation.
Takes on challenging new roles harnessing interpersonal skills, collaboration and problem-solving. Motivated to deliver high-quality service and consistent results. Ready to make positive impact in a Quality Consultant role.
Overview
13
13
years of professional experience
Work history
FOS Complaint Manager
Lloyds Banking Group
Cawley House, Chester
02.2022 - Current
- Evaluate claims against current industry guidelines to maintain compliance throughout complaint handling, whilst achieving an individual quality score of 100%.
- Collaborating with Team Manager to assess quality of submissions from colleagues.
- Escalate unresolved issues to senior management with effective communication methods.
- Manage resolution of customer complaints by coordinating with relevant departments while ensuring prompt turnaround times.
- Partnered with cross-functional teams to minimise complaints backlog, boosting customer satisfaction.
- Coached new employees on complaint handling procedures, elevating service quality.
Quality Checker Secondment
Lloyds Banking Group
Cawley House, Chester
10.2024 - 12.2024
- Improved submission quality to the customer and Financial Ombudsman Service by conducting comprehensive assessments of colleagues' work.
- Delivered work with meticulous accuracy and focus on detail for impeccable results.
- Maintained precise records of testing results, demonstrating attention to detail while resolving quality concerns.
- Communicated identified issues to colleagues in a clear and transparent manner to determine root causes and prevent recurrence of incidents.
- Since returning to current role I have maintained competency in quality checking by collaborating closely with the team to execute official checks.
PPI case handler
Lloyds Banking Group (via supplier Huntswood)
Leeward Drive, Liverpool
06.2012 - 01.2022
- Managed a high-volume workload ensuring prompt handling of all cases.
- Performed routine quality checks on peer case files to ensure accuracy and compliance.
- Undertook role of Team Manager as needed during absences.
Education
Bachelor of Arts - English
Edge Hill University
Ormskirk /2020 - /2023
Skills
- Quality assurance protocols
- Attention to detail
- Complaint handling procedures
- Complaint resolution
- Product knowledge
- Multitasking expertise
- Communication proficiency
- Professionalism
Timeline
Quality Checker Secondment
Lloyds Banking Group
10.2024 - 12.2024
FOS Complaint Manager
Lloyds Banking Group
02.2022 - Current
PPI case handler
Lloyds Banking Group (via supplier Huntswood)
06.2012 - 01.2022
Bachelor of Arts - English
Edge Hill University
/2020 - /2023
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