Clair Treby
Kent
Summary
A highly motivated professional with a proven track record in driving technical performance and effectively leading a high performance complaints team. Extensive technical and regulatory expertise, particularly in Consumer Duty standards, ensuring compliance while optimising customer outcomes. Customer-focused, observant and proactive, with a positive approach to problem-solving and improving service delivery. Known for fostering team motivation, enhancing operational efficiency, and delivering results in a demanding environment.
Overview
34
34
years of professional experience
Work History
Customer Relations Technical Manager
AXA Global Healthcare
Tunbridge Wells
01.2024 - Current
- Provide expert support and guidance in Customer Relations, AGH business, and external areas to investigate and resolve customer complaints within regulatory timeframes.
- Produce necessary reports, audits, management information, and insights.
- Assume responsibility for ensuring compliance with regulatory and best practice standards.
Senior Customer Relations Team Manager
AXA Global Healthcare
Tunbridge Wells
01.2017 - 12.2023
- Led the Customer Relations function for AGH and supervised the Customer Relations Team Members to efficiently investigate and resolve member complaints within regulatory timescales.
- Drove continuous improvement and ensured adherence to global regulatory requirements across all areas of the business as part of leading the team effectively.
- Tackled line management responsibility for the Customer Relations Team Members, aiming to provide exceptional leadership in order to drive forward continuous improvement efforts.
Customer Relations (Complaint Resolution) Senior
AXA PPP healthcare
Tunbridge Wells , Kent
01.2012 - 12.2017
Senior Customer Relations Team Manager (Intl Funct
AXA PPP healthcare
Tunbridge Wells
01.2013 - 12.2016
- Managed and resolved member complaints at AXA PPP healthcare, ensuring compliance with regulatory timeframes. Implemented continuous improvement strategies to enhance overall business performance and adherence to FCA N2 complaint rulebook.
- Led transversal complaint resolution, reporting, and analysis function for AXA PPP Healthcare.
- Deputized for Head of Complaint Resolution with full delegated authorities.
- Streamlined the complaints handling process, improving efficiency in resolving member complaints within specified timescales and maintaining compliance within FCA N2 rules.
Customer Relations Executive, Senior & Manager
AXA PPP healthcare
Tunbridge Wells , Kent
08.2003 - 12.2012
Personal Advisor
AXA PPP healthcare
Tunbridge Wells , Kent
04.2001 - 07.2003
Hairstylist, Beauty Therapist & Salon Manager
Syence Skin care, Regis Hair & Beauty, Garbos Hair & Beauty & Eco Hair & Beauty
Tunbridge Wells , Kent
06.1990 - 03.2001
Education
Level 4 Green Belt Improvement Practitioner -
Capella Associates Ltd.
Online03-2025
CII IF2 - General Insurance Business -
The Chartered Insurance Institute
London01-2011
CF1 - Insurance, Legal And Regulatory -
The Chartered Insurance Institute
06-2005
HNC Business Studies -
West Kent College
Tonbridge 06-1999
Level 4 Counselor/Psychotherapist -
Chrysalis Courses
SomersetSkills
- Reliable Professional Commitment
- Strong Stress Management
- Customer Needs Assessment
- Process improvement
- Thorough Due Diligence
- Workforce Training
- Effective Decision-Making
- Conflict Resolution Expertise
- Workload Management
- Collaborative Decision-Making
- Customer Relationship Management
- Strategic Team Engagement
- Quality Assurance
- Skills Coaching
Affiliations
- Photography: Passionate about capturing diverse landscapes and candid moments, enhancing creative and observation skills.
- Traveling: Enjoy exploring new cultures and destinations, fostering adaptability, curiosity, and a global perspective.
- Pilates & Yoga: Committed to maintaining physical and mental well-being through regular practice, promoting balance, focus and stress management.
- Gardening: Enthusiastic about cultivating and maintaining a garden, reflecting patience, attention to detail, and a love for nature.
- Socialising: Enjoy engaging in social activities, building strong interpersonal relationships, and networking with diverse groups.
- Work-life-balance: As a busy mum and full-time professional, adept at multi-tasking, time management, and prioritsing responsibilities effectively.
Timeline
Customer Relations Technical Manager
AXA Global Healthcare
01.2024 - Current
Senior Customer Relations Team Manager
AXA Global Healthcare
01.2017 - 12.2023
Senior Customer Relations Team Manager (Intl Funct
AXA PPP healthcare
01.2013 - 12.2016
Customer Relations (Complaint Resolution) Senior
AXA PPP healthcare
01.2012 - 12.2017
Customer Relations Executive, Senior & Manager
AXA PPP healthcare
08.2003 - 12.2012
Personal Advisor
AXA PPP healthcare
04.2001 - 07.2003
Hairstylist, Beauty Therapist & Salon Manager
Syence Skin care, Regis Hair & Beauty, Garbos Hair & Beauty & Eco Hair & Beauty
06.1990 - 03.2001
Level 4 Green Belt Improvement Practitioner -
Capella Associates Ltd.
CII IF2 - General Insurance Business -
The Chartered Insurance Institute
CF1 - Insurance, Legal And Regulatory -
The Chartered Insurance Institute
HNC Business Studies -
West Kent College
Level 4 Counselor/Psychotherapist -
Chrysalis Courses