Frederic Norton
Saffron Walden,Essex
Summary
Detail-oriented professional with solid experience in document management, legal compliance, and accurate data handling. Proficient with IT systems and skilled in clear written communication while maintaining confidentiality in sensitive operations. Comfortable managing multiple tasks independently and collaborating effectively within remote teams. Focused on delivering consistent, high-quality results and improving through constructive feedback.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work history
Member contact team
Saffron Walden Building Society
Saffron Walden, Essex
07.2024 - Current
- Provided remote support via phone, email, and web chat, assisting customers with account-related services including electronic transfers, balance checks, new account applications, and account maturities or deceased account handling.
- Managed shared inbox, responding to enquiries, complaints, and call-back requests, while preparing and sending key documents such as welcome letters, maturity notifications, certificates, and annual tax statements.
- Supported customers with online banking access and troubleshooting—guiding elderly or less tech-confident users step-by-step through password resets and account navigation with patience and clarity.
- Handled customer-facing and back-office tasks, including account reactivation, ID verification, fraud reporting, and referring sensitive cases to appropriate departments.
- Demonstrated consistent accuracy, confidentiality, and care, particularly when working with vulnerable customers.
Member representative
Saffron Walden Building Society
Saffron Walden, Essex
10.2023 - 07.2024
- Handled wide range of in-branch banking tasks, including processing withdrawals, deposits, passbook updates, and opening new accounts.
- Managed account maturities and supported customers with deceased notifications and related documentation.
- Responsible for daily postal processing—handling incoming cheques, payments, and customer correspondence—as well as printing and sending key account documents such as maturity letters, welcome packs, certificates, and tax statements.
- Provided phone support, resolving account queries, processing complaints, and guiding customers through product information and applications. Supported vulnerable customers with care, ensuring clarity and sensitivity in communications.
- Performed back-office duties including account reactivation, reidentification requests, email correspondence, fraud reporting, and referring cases to relevant departments. Maintained accurate cash handling and upheld strict confidentiality throughout.
Customer Service Team Member
Homebase
Saffron Walden, Essex
02.2018 - 09.2023
- Primarily worked on main tills, serving customers professionally and efficiently while handling purchases, returns, complaints, equipment hire, and general queries.
- Supported annual stock take, weekly stock checks, and product rotation. Assisted across garden and shop floor—watering plants, helping customers locate products, maintaining store presentation, and operating paint mixing machine for custom colour requests.
Deli Team Member
Tesco
Saffron Walden, Essex
01.2014 - 04.2017
- Performed core duties on deli counter, adhering to food safety guidelines, accurately measuring and preparing orders, and assisting customers with questions, special requests, and complaints professionally.
- Regularly monitored and refreshed stock to maintain product quality.
- Served as flexible team member, stepping in across departments as needed—bakery, tills, petrol station, and customer service desk—adapting quickly and maintaining high performance throughout store.
Education
GCSEs -
Saffron Walden County High School
Saffron Walden 09.2006 - 07.2011
NVQ Level 1 - Carpentry
Cambridge Regional College
Cambridge 09.2012 - 07.2013
NVQ Level 2 - Carpentry
Cambridge Regional College
Cambridge 09.2013 - 07.2014
Skills
- Document management and processing
- Attention to detail and accuracy
- Legal and regulatory compliance awareness
- Written communication
- Confidentiality and discretion
- IT and digital literacy
- Data entry and record keeping
- Problem solving and issue escalation
- Time management and multi-tasking
- Following instructions and procedures accurately
- Responding well to constructive feedback
- Team collaboration in remote environments
Accomplishments
- Frequently recognised by customers for outstanding service, receiving multiple positive feedback submissions
- Trusted to train new team members and support onboarding without formal instruction
- Demonstrated adaptability by managing varied tasks across departments, developing strong organisational skills, attention to detail, and the ability to handle complex processes efficiently
- Entrusted with sensitive responsibilities, including supporting vulnerable customers and assisting with fraud identification and escalation
Affiliations
- Enjoy both video games and tabletop games, played solo or as part of a team
- Collect and trade high-value collectible cards, including Pokémon, Magic: The Gathering, and Yu-Gi-Oh
- Participate in video game beta testing, providing feedback on functionality and gameplay
- Passionate about anime and storytelling, with a love for character-driven narratives
- Avid reader, especially of fantasy and sci-fi
- Enjoy cooking at home and trying new recipes
- Enjoy downtime through relaxing solo activities like long baths or quiet gaming sessions
References
References available upon request.
Timeline
Member contact team
Saffron Walden Building Society
07.2024 - Current
Member representative
Saffron Walden Building Society
10.2023 - 07.2024
Customer Service Team Member
Homebase
02.2018 - 09.2023
Deli Team Member
Tesco
01.2014 - 04.2017
NVQ Level 2 - Carpentry
Cambridge Regional College
09.2013 - 07.2014
NVQ Level 1 - Carpentry
Cambridge Regional College
09.2012 - 07.2013
GCSEs -
Saffron Walden County High School
09.2006 - 07.2011
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