Clare Myles

• Investigate and resolve complex FCA and Ofcom-regulated Device Finance complaints, delivering fair customer outcomes while ensuring compliance with Consumer Duty and regulatory requirements.
• Act as a key point of contact for colleagues handling complex complaints, providing guidance on investigations, customer outcomes, and regulatory requirements.
• Support team performance through coaching, mentoring, and knowledge sharing, regularly leading team huddles and meetings in management absence.
• Recognised as a Device Finance Subject Matter Expert, partnering with operational teams and stakeholders to resolve high-risk customer issues and improve complaint handling standards.
• Support vulnerable and financially vulnerable customers, balancing empathy and customer advocacy with regulatory obligations and business requirements.
• Identified a recurring complaint trend relating to Device Finance Direct Debits, conducted root cause analysis, and developed advisor guidance to improve customer understanding and reduce avoidable complaints.
• Selected to support the Specialist Fraud Complaints Programme due to complaint-handling expertise and regulatory knowledge, contributing to process development, investigations, backlog reduction, and stakeholder collaboration.
• Consistently achieve high-quality outcomes and receive recognition from peers and leadership for coaching, expertise, and support with complex cases.

Key Achievements

• Recognised as a trusted Subject Matter Expert within the Device Finance Complaints Team.
• Developed and implemented advisor guidance to address recurring customer confusion regarding Direct Debit arrangements.
• Regularly support colleagues with complex complaint investigations and regulatory queries.
• Selected to support a specialist fraud complaints initiative due to expertise in complaint resolution and regulatory compliance.

• Managed customer escalations and regulated complaints, delivering tailored resolutions while maintaining FCA and Ofcom compliance.
• Built strong customer relationships, balancing retention objectives with positive customer outcomes.
• Supported colleagues through coaching, knowledge sharing, and guidance on customer interactions and complaint resolution.
• Consistently exceeded performance, quality, and customer experience targets within a fast-paced environment.

• Successfully managed all aspects of a self-employed business, including customer relationships, scheduling, finances, and service delivery.
• Developed strong stakeholder management, communication, and organisational skills while building a loyal client base.

• Supported individuals with dementia, mental health conditions, complex care needs, and palliative care requirements.
• Developed a strong understanding of vulnerability, empathy, and person-centred support, skills that continue to underpin my approach to customer care.
• Worked collaboratively with families and multidisciplinary teams to deliver high-quality care and support.