Daniel O’Toole
Woodlesford
Summary
Customer-focused professional with over 10 years of experience enhancing customer journeys and resolving complex issues in operational and regulated environments. Expertise in analyzing customer data to identify trends and implement process improvements that elevate customer outcomes. Demonstrated ability to lead teams, influence stakeholders, and coordinate multi-party solutions for efficient, customer-led results.
Overview
15
15
years of professional experience
Work history
Customer Excellence Partner
Lanes Group (Yorkshire Water Contract)
Bradford
04.2025 - 04.2026
- - Analyse customer data and complaint trends to identify systemic issues and recommend service improvements
- - Produce insight reports on live and completed work to highlight performance gaps
- - Engage directly with customers ahead of works to improve journey experience
- - Act as a key link between customers, operational teams, and stakeholders
- - Lead on resolving complex complaints through coordinated solutions
- - Support operational delivery by producing dig packs to avoid delays
Installation Co-ordinator (Team Leader)
Johnsons Workwear Ltd
Leeds
12.2021 - 04.2025
- - Led a team of installation specialists ensuring efficient delivery
- - Conducted 1:1s, coaching, and performance reviews
- - Managed end-to-end customer experience for installations
- - Handled escalated complaints and ensured resolution
- - Retained a £6k/week client contract by resolving a critical issue
Senior Retail Complaints Officer
Hitachi Personal Finance
04.2019 - 12.2021
- - Managed high-volume caseload of complaints
- - Awarded Customer Complaints Officer of the Year
- - Analysed trends and created process improvements
- - Supported training and development of team members
- - Led on vulnerable customer cases
Customer Care Advisor (Duty Manager)
Hitachi Personal Finance
06.2018 - 04.2019
- - Acted as escalation point for complex complaints
- - Delivered training and coaching to team
- - Supported operational improvements
Senior Customer Service Advisor / Duty Manager
Hitachi Personal Finance
09.2013 - 06.2018
- - Managed team performance and workload
- - Acted as escalation point for customer issues
- - Delivered coaching and training
Customer Service Officer
Yorkshire Bank
09.2011 - 09.2013
- - Delivered front-line customer service and support
Education
NVQ Level 3 - Customer Service
Qube Learning
NVQ Level 2 - Team Leading
Qube Learning
GCSEs -
Brigshaw High School
Skills
- - Customer journey improvement & process mapping
- - Complaint resolution & escalation management
- - Data analysis, reporting & insight generation
- - Stakeholder management across operational teams
- - Coordinating complex, multi-party issue resolution
- - Team leadership, coaching & performance development
- - Customer experience improvement strategies
- - Working effectively in high-pressure environments
References
References available upon request.
Timeline
Customer Excellence Partner
Lanes Group (Yorkshire Water Contract)
04.2025 - 04.2026
Installation Co-ordinator (Team Leader)
Johnsons Workwear Ltd
12.2021 - 04.2025
Senior Retail Complaints Officer
Hitachi Personal Finance
04.2019 - 12.2021
Customer Care Advisor (Duty Manager)
Hitachi Personal Finance
06.2018 - 04.2019
Senior Customer Service Advisor / Duty Manager
Hitachi Personal Finance
09.2013 - 06.2018
Customer Service Officer
Yorkshire Bank
09.2011 - 09.2013
NVQ Level 2 - Team Leading
Qube Learning
NVQ Level 3 - Customer Service
Qube Learning
GCSEs -
Brigshaw High School