Connor Ogden
Exeter,Devon
Summary
Motivated professional with strong interpersonal and communication skills, fostering positive relationships with customers and colleagues alike. Demonstrates resilience and adaptability in high-pressure environments, effectively managing diverse caseloads while prioritising customer satisfaction.
Overview
7
7
years of professional experience
Work History
Complaints Case Manager
Thames Water
swindon
08.2024 - 02.2026
- Managed a caseload of up to 40 active customer complaints, ensuring all cases were progressed within regulatory timescales, company policies, and service level agreements (SLAs).
- Investigated complex customer issues, including billing disputes, water leaks, metered consumption, and affordability concerns, delivering fair, evidence-based resolutions.
- Handled sensitive and escalated complaints with professionalism, demonstrating strong problem-solving, conflict resolution, and decision-making skills.
- Communicated professionally and empathetically with customers through written correspondence, email, and telephone, ensuring a high standard of customer service throughout the complaints process.
- Worked collaboratively with internal departments, including Billing, Field Operations, Leakage, Finance, and Customer Services, to gather information and resolve cases efficiently.
- Produced clear, accurate, and professional written responses that met regulatory and company quality standards.
- Maintained detailed case records, ensuring compliance with audit, data protection, and regulatory requirements.
- Prioritised a high-volume workload effectively, consistently meeting performance targets, deadlines, and key performance indicators (KPIs).
- Developed proficiency in multiple business systems, including ISU, Temetra, and C4C, to enhance case management and record keeping accuracy.
- Cultivated positive relationships with customers and colleagues, contributing to excellent customer outcomes while upholding regulatory compliance.
Support Worker
Active Care Group
swindon
02.2022 - 04.2023
- Provided person-centred support to adults with Autism Spectrum Disorder (ASD), ensuring their individual needs, preferences, and goals were met.
- Encouraged service users to develop life skills and make informed choices, fostering greater independence in daily activities.
- Built positive, trusting relationships through effective communication, patience, and empathy.
- Facilitated access to community resources, appointments, and social activities, strengthening individuals' social connections and support networks.
- Assisted individuals with household tasks to help them sustain daily routines and enhance their quality of life.
Trainee Painter/Decorator
Ian William's
swindon
10.2022 - 02.2023
- Completed painting and decorating projects across residential properties, ensuring meticulous preparation and finishing of walls, doors, windowsills, bathrooms, fencing, and other interior and exterior surfaces.
- Adapted work to meet individual customer requirements, delivering tailored solutions and consistently high-quality workmanship.
- Identified practical solutions to customer needs, such as relocating guttering to enhance wheelchair access for an elderly resident.
- Maintained a clean, safe, and organised working environment, adhering to health and safety procedures at all times.
- Worked independently and as part of a team to complete projects efficiently while meeting deadlines and quality standards.
- Built positive relationships with customers through clear communication, professionalism, and attention to detail.
- Developed practical carpentry skills by assisting with and completing the installation of wardrobes, internal doors, windows, guttering, and other property improvements.
- Undertook labouring and property maintenance work while actively seeking a long-term career opportunity, demonstrating a strong work ethic, reliability, and adaptability.
Support Worker
Voyage Care
Trowbridge
05.2019 - 07.2019
- Delivered person-centred care and support to adults with autism, learning disabilities, and complex needs, promoting dignity, independence, and choice.
- Assisted individuals with daily living activities, promoting personal hygiene, nutrition, medication management, budgeting, and household safety.
- Encouraged and empowered individuals to develop life skills, achieve personal goals, and maximise their independence.
- Supported service users in accessing community resources, managing appointments, engaging in social activities, and fostering meaningful relationships.
- Developed trusting relationships through compassionate communication, patience, and tailored person-centred approaches for each individual.
Education
New College Swindon - English L2, Maths L2, ICT L1/2 pass and merit
New College Swindon
Swindon, Wiltshire, UK09-2015
Skills
- Case management
- Complex case handling
- Data-driven decisions
- Performance evaluation
- Customer service
- Written communication
- Time management
- Conflict resolution
- Relationship building
- Empathetic listening
Custom
- Going out with friends
- Going to the gym
Hobbies
- Brazilian Jiu Jitsu and Judo
- Building Computers
Timeline
Complaints Case Manager
Thames Water
08.2024 - 02.2026
Trainee Painter/Decorator
Ian William's
10.2022 - 02.2023
Support Worker
Active Care Group
02.2022 - 04.2023
Support Worker
Voyage Care
05.2019 - 07.2019
New College Swindon - English L2, Maths L2, ICT L1/2 pass and merit
New College Swindon