Chris King
Middlesbrough,North Yorkshire
Summary
Experienced in managing and resolving customer complaints, and developing processes to improve customer satisfaction. Capable of implementing process improvements to enhance service quality and boost client retention through quality audits and training. Strong attention to detail and experience of problem solving.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
Work history
Complaints Manager
Quickly Finance Limited
Thornaby-on-Tees
05.2015 - 09.2025
- Managed resolution of customer complaints by actively listening and understanding issues presented.
- Assisted in developing standard operating procedures for handling complaints to improve efficiency.
- Documented interactions with customers in internal database for future reference and analysis.
- Monitored feedback from customers to identify trends and opportunities for service enhancement.
- Managed a team of complaint handlers, leading to improved efficiency.
- Held regular training sessions for staff members on effective communication techniques, raising overall competence levels.
- Monitored staff adherence to company policies, ensuring consistency in service standards.
- Analysed trends in customer complaints for strategic planning purposes.
- Reviewed customers' feedback on social media platforms for better service delivery.
- Liaised with other departments to resolve complex complaints.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Formulated response letters to customers' complaints, maintaining positive brand image even in challenging situations.
- Ensured that complaints were logged and resolved in line with Financial Conduct Authority guidelines, through regular audits.
- Handled complaints and queries from external bodies including the Financial Ombudsman Service and the Information Commissioner's Office.
Wetstock Analyst
Vianet Group
Stockton-on-Tees
05.2005 - 03.2015
- Analysed wetstock data to identify discrepancies and ensure accuracy of fuel inventory at petrol stations.
- Created comprehensive weekly and monthly client reports on fuel usage trends to inform strategic decision-making.
- Collaborated with internal teams to implement best practices for wetstock management.
- Conducted regular audits of fuel systems to maintain compliance with industry regulations.
- Utilised advanced analytical tools to detect anomalies in wetstock levels and transactions.
Education
NVQ Level 3 - Business Studies
Macmillan College
Middlesbrough 09.1996 - 05.1998
GCSEs - 10 including English & Mathematics
Macmillan College
Middlesbrough 09.1991 - 05.1996
Skills
- Complaint analysis & management
- Regulatory compliance knowledge
- Constructive feedback giving
- Study of customer feedback
- Training and coaching
- Quality assurance procedures
- Microsoft Office proficiency
- Excellent communication skills, both written & verbal
References
References available upon request.
Timeline
Complaints Manager
Quickly Finance Limited
05.2015 - 09.2025
Wetstock Analyst
Vianet Group
05.2005 - 03.2015
NVQ Level 3 - Business Studies
Macmillan College
09.1996 - 05.1998
GCSEs - 10 including English & Mathematics
Macmillan College
09.1991 - 05.1996
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