Craig Curtis

Since starting this role in 2017, my wide range of duties include overseeing the upkeep and maintenance of our offices in Swansea, Cardiff, and Peterborough. This role is crucial in ensuring our offices are not only functional but also safe, efficient, and compliant with all relevant regulations.

• Facilities Management:
• Coordinate and oversee regular maintenance and repair activities, both in-house and through external contractors;
• Conduct weekly safety checks and quarterly Fire Risk Assessments to ensure compliance with Health & Safety regulations;
• Manage contracts with external service providers, ensuring they meet KPIs and SLAs;
• Oversee budget management for capital expenditure (CapEx) and operational expenditure (OpEx), ensuring costs are within agreed limits;
• Implement effective waste management strategies, including recycling programs for general waste, WEEE waste, and other materials;
• Track and log waste data for annual GHG reporting to the board.
  
• Project Management:
• Participate in the design, costing, authorization, and snagging processes for office improvements and alterations;
• Manage project timelines and budgets to ensure timely completion and cost-effectiveness.
  
• Customer Engagement:
• Serve as a point of contact for staff inquiries, addressing office-related issues and providing tailored solutions as needed;
• Foster positive relationships with staff, offering assistance and support;
• Ensure timely completion of tasks and follow-up actions;
• Demonstrate a proactive approach to problem-solving and a commitment to exceeding expectations.

Skills acquired:

• Proven experience in people management;
• Strong understanding of Health & Safety regulations and compliance standards;
• Excellent project management and organizational skills;
• Strong financial acumen and budget management abilities;
• Excellent communication and interpersonal skills;
• Ability to work independently and as part of a team;
• Proactive and solution-oriented mindset.

From 2007 to 2017 I worked on various departments within the Motor Claims function, including:

• Bodily Injury:
• 
  Reviewing and assessing all fault, non-fault and disputed claims involving personal injury, including fatalities;
• Providing up-to-date and relevant information to the customer during the life of the claim;
• Attending court hearings and inquests in-person in order to emphasise the importance of the customer;
• Ensuring that all costs paid were within legal guidelines;
• Liaising with other departments in order to settle the claim as efficiently as possible.
  
• Complaints:
  
• Reviewing and assessing all customer complaints, ranging from vehicle repairs to the duration of their claim;
• Paying compensation when justified and ensuring that we retain the customer's business;
• Ensuring that all complaints were handled within FCA guidelines.
  
• Disputes:
• Reviewing all disputed cases and providing an update to the customer at all times;
• Utilising modern-day technology (dash cam, CCTV, Google maps, etc.) to make an informed decision on the liability of the case;
• Ensuring no leakage of costs during the life of the claim;
  Recovering any costs incurred in non-fault or disputed claims
• Ensuring customer satisfaction at all times, regardless of the outcome of the claim.
  

During this time I won several awards at our annual functions, including 'Most Helpful Handler' three times, 'Most Money Recovered' twice and 'One Million Club' which I was only the second recipient of recovering one million pounds for the company.

Key Responsibilities:

• Reviewing and assessing all delegated claims through brokers;
• Setting up new claims and liaising with brokers to confirm level of cover, indemnity, etc.;
• Speaking to customers and ensuring that they are put through the correct channels so as to minimise wait times;
• Providing an excellent service regardless of the type of claim.

Key Responsibilities:

• Bulk-producing a wide range of produce;
• Ensuring stock levels were maintained throughout the day;
• Keeping record of product temperatures and logging any faults where necessary;
• Ordering key ingredients (flour, yeast, fruit, etc.) in bulk, dependant on requirements at the time;
• Serving customers at the cake station and bread-cutting area;
• Ensuring Health & Safety regulations were met at all times, including during setting up, baking and cleaning down.