Faith Ogutu
UK
Summary
I am a driven professional with keen aptitude for leadership and problem-solving. I have strong communication and analytical skills, combined with proactive approach to project management and support. Furthermore I am committed to driving organisational success through strategic initiatives and collaborative teamwork.
Overview
2026
2026
years of professional experience
1
1
Certification
Work history
Business services Coordinator
National higways
Wakefield
06.2025 - Current
- Managed 20 cases at a time which involved both customer complaints and enquiries.
- Documented all complaints, enquiries and resolutions in system to ensure accurate record keeping.
- Investigated complaints and enquiries thoroughly, liaising with multiple departments to gather relevant information.
- Built and maintained relationships with internal and external stakeholders to facilitate collaborative working
- Collected statements of evidence, also reviewed and provided CCTV images where available.
Complaints Officer (Temp Contract)
Irwell Valley Housing Association
Manchester
09.2024 - 05.2025
- Managed and resolved an average of 40+ resident complaints per month, utilising strong negotiation and mediation skills to achieve satisfactory outcomes for all parties involved.
- Worked closely with the Head of Customer Service to handle complex complaints related to the Housing Ombudsman and legal matters.
- Conducted thorough investigations into complaints to ensure compliance with housing association policies and relevant legislation, documenting findings and providing detailed reports.
- Analysed complaint data to identify trends and recurring issues.
- Delivered training sessions for staff on best practices for complaint handling and customer service, improving overall team performance and confidence in managing complaints.
- Assisted in the development and implementation of new procedures for managing complaints, resulting in a more streamlined and efficient process.
Customer relations manager
Capita (VWG)
09.2020 - 08.2022
- Managed up to 60 escalated customer complaints monthly about VWG Dealership Nationally.
- Developed and reviewed reports about customer complaints.
- Liaised with various teams and negotiated with them to resolve complaints.
- Utilised customer feedback to identify opportunities for process improvements and implemented necessary changes.
- Trained new team members on complaint handling processes and procedures to ensure consistency and quality in customer service.
- Contacting dealerships and retailers frequently to get updates on vehicle progress to ensure smooth repairs and customer satisfaction.
Complaints Case Handler (temp Contract)
Safestyle
Bradford
05.2019 - 09.2020
- Managed diary scheduling for case officers, providing timely reminders for critical dates in caseloads to ensure performance targets were met.
- Investigated, managed, and resolved stage 2 complaints from various bodies, including the Financial Ombudsman Services (FOS), The Glass & Glazing Federation (GGF), Trading Standards, Barclays Finance Section 75's, and solicitors, ensuring effective resolutions in line with company policies.
- Collaborated with department heads, complaints managers, regional managers, and branch managers to resolve escalated issues, identify areas for process improvement, and implement Best Practice standards.
- Assessed and evaluated compensation claims submitted by customers and solicitors.
- Provided daily case reports to heads of departments and case managers, ensuring all stakeholders were informed of case progress and outcomes.
- Issued feedback forms to staff members involved in complaint resolutions, facilitating performance evaluations and identifying areas for training.
- Trained and mentored staff in handling complaints, fostering a customer-centric culture and improving team competency in managing sensitive cases.
Business Support - Administration Coordinator
Lhasa
Leeds
08.2022 - 06.2024
- Coordinated and managed internal company events, including venue selection, budgeting, vendor coordination, and ensuring seamless event execution.
- Managed post-event activities by conducting evaluations, gathering feedback, and preparing detailed reports to assess event success and inform future planning.
- Established and maintained the company intranet on SharePoint, ensuring accurate and up-to-date information was accessible to staff.
- Coordinated administrative logistics, including scheduling appointments, managing calendars, and providing general office support to ensure smooth daily operations.
- Assisted in the development of conference planning budgets and supported in process improvement initiatives to streamline administrative functions.
- Identified and implemented opportunities to enhance operational processes, contributing to overall efficiency and effectiveness within the team.
- Provided executive support for senior staff, handling confidential information and ensuring timely completion of administrative tasks.
Executive Assistant - Secondment
Lhasa
Leeds
- Compiled, analysed, and presented data to support executive decision-making, ensuring the accuracy and timeliness of key information.
- Monitored and maintained executive files and records, ensuring proper organisation and confidentiality.
- Coordinated executive calendars by scheduling, rescheduling, and confirming meetings with internal and external stakeholders.
- Organised and prepared agendas, coordinated catering, and managed invitations for luncheons, board meetings, and other executive appointments.
- Attended meetings to record minutes, ensuring clear and actionable follow-up items were captured.
Education
Forensic Science
Uxbridge College
09.2013 - 5 2015
Skills
- Dispute Resolution
- Problem Solving
- Time Management
- SharePoint
- Customer Service
- Data Analysis
- Policy Knowledge
- Event Planning
- Communication
- Negotiations
- CRM
- Leadership
- Conflict Resolution
- Experience with crm systems
Certification
- Sep 2024 - Dispute Resolution - Housing Ombudsman
- Sep 2024 - Complaint Handling Code - Housing Ombudsman
- Sep 2024 - Applying Dispute Resolution Principles - Housing Ombudsman
- Sep 2024 - Spotlight Attitudes, Respect and Rights - Housing Ombudsman
Languages
English - Native
Swahili - Proficient
Timeline
Business services Coordinator
National higways
06.2025 - Current
Complaints Officer (Temp Contract)
Irwell Valley Housing Association
09.2024 - 05.2025
Business Support - Administration Coordinator
Lhasa
08.2022 - 06.2024
Customer relations manager
Capita (VWG)
09.2020 - 08.2022
Complaints Case Handler (temp Contract)
Safestyle
05.2019 - 09.2020
Forensic Science
Uxbridge College
09.2013 - 5 2015
Executive Assistant - Secondment
Lhasa