Comfort Gyapong

Thames Water is the UK’s largest water and wastewater provider, delivering essential services while supporting customers in arrears through fair, empathetic, and responsible debt management.

In my current role, I demonstrate a professional and empathetic telephone manner, supporting vulnerable customers during financial hardship. I work confidently under pressure to resolve issues and deliver positive, tailored outcomes.

• Handle both inbound and outbound calls to support customers, delivering a consistently high standard of service, with a strong telephone manner.
• Consistently exceed performance targets, including Quality Monitoring (QM), Cash, and Wrap Time metrics — recognised as a high performer.
• Take the time to understand each customer’s individual circumstances and affordability, particularly when managing collections, arranging payments, or setting up tailored payment plans.
• Engage with customers to resolve billing enquiries and disputes, ensuring each interaction is handled with empathy, accuracy, and efficiency.
• Take full ownership of customer cases, adapting my approach to meet their unique needs, and ensuring a positive and supportive experience.
• Use active listening and ask thoughtful, targeted questions to make customers feel heard, valued, and supported.
• Collaborate effectively with peers, contributing to a positive team environment, and supporting the successful implementation of new processes or changes.

Curtis Banks is a leading UK provider of self-invested pension solutions, specialising in SIPPs and SSASs, supporting financial advisers and clients with high-quality pension administration.

• I was the first point of contact for financial advisers and clients, handling inbound calls and queries relating to SIPP accounts. including asset valuations.
• Work collaboratively with internal teams to obtain and deliver updates on ongoing investments, and SIPP transfers.
• Produce pension illustrations for financial advisers, clearly demonstrating projected SIPP investment income and benefits.
• Assist with benefit crystallisation and pension income processes, including the completion of benefit applications.
• Maintain accurate records and ensure all communications meet compliance standards.