Charlotte Edwards

I worked at Vodafone as a Customer Relations Advisor for nearly 5 years, until I was transferred to Webhelp UK (who later changed their name to Concentrix) under the Transfer of Undertakings (Protection of Employment) Regulations 2006 (TUPE) on 1 August 2023.

I currently work within the Alternative Dispute Resolution (ADR) Team within Concentrix, carrying out work for the client, Vodafone.

I previously worked within the Deadlock team in Vodafone, helping to resolve complaints and signpost customers to a third-party adjudicator called the Communications and Internet Services Adjudication Scheme (CISAS).

I later progressed from the Deadlock team, into the ADR team. Within the ADR team I have gained further knowledge in regards to CISAS and their processes. I also handled complaints that had been raised with the Financial Ombudsman Services (FOS). I provided in-depth reviews of complaints, suggested resolutions to them and later implemented the resolutions and ensured compliance had been met.

Along with working both FOS complaints and CISAS complaints, I also triaged new complaints from FOS and CISAS, along with any emails or messages from customers directly. This was a fast-paced role which required efficiency and accuracy in order to provide the best outcomes.

I continued to carry out the same roles I had within Vodafone until December 2023. From December 2023 onwards, I have been working CISAS cases, completing in-depth case files and investigations on a day-to-day basis. This was due to a business decision to keep the FOS cases and triaging in-house with Vodafone. When the decision was made, I was asked to complete step-by-step guides to help Vodafone employees to take on the roles efficiently.

I work very well within a team and will always help others out as and when required. I have also been asked on multiple occasions to help with the training of new starters.

I like to spend my spare time with my partner, family and friends making new memories. I love animals (especially dogs), although currently have no pets (I'm working on this!). I love to cook meals for family and friends and also bake when I get the time. I love to travel and try to visit somewhere new each time I go on holiday. In the evenings I like to relax with a good tv programme - anything from crime dramas to Love Island!