Gordon Fowles
Bexhill on Sea,East Sussex
Summary
A dedicated professional with expertise in telephone communication, multi-tasking in high-pressure environments, and stress management. Demonstrates strong persuasion and negotiation skills, complemented by ongoing progress towards the CII IF1 qualification. Experienced in customer service and relationship management, with a focus on maintaining professionalism and achieving client satisfaction.
Overview
12
12
years of professional experience
Work history
Complaints Handler
Marketstudy Group
2022.03 - 2025.06
- Resolved customer complaints in compliance with regulatory guidelines and business objectives.
- Collaborated with team leaders and managers to ensure equitable outcomes for customers and the business.
- Identified and addressed 'Treating Customers Fairly' issues, implementing product and process enhancements.
- Proactively managed urgent complaints from social media and vulnerable customers.
- Conducted thorough investigations, escalating issues when necessary for effective resolution.
- Incorporated feedback from Quality team to propose improvements in service delivery.
- Maintained compliance with company policies and Service Level Agreements while adhering to Financial Conduct Authority standards.
- Monitored changes in regulations, ensuring alignment with Data Protection Act and Consumer Duty requirements.
Credit Hire Handler
The AA
2020.08 - 2022.03
- Achieved exceptional results in meeting personal and team targets for quality control
- Call Handling
- Liability investigations
- Identify and refer Fraudulent activity's
- Paying invoices as required
- Managing a portfolio of claims where credit hire has been presented against us
- Undertake initial investigations into liability and indemnity, fully investigating all available evidence
- Monitoring ongoing hire claims and intervening where possible to reduce spend
- Liaising with credit hire organisations, third party insurers, customers, and solicitors to negotiate settlement of claims being presented against us
- Updating financials so they reflect an accurate position of our risk
- Ensuring proper data protection, bookkeeping and data entry procedures are followed when handling personal information
- Accessing databases and information systems to obtain details and updating them when required.
Technical Claims Handler
Hastings Direct
2017.01 - 2020.08
- Call handling
- Ensured adherence to data protection regulations and FCA guidelines while maintaining compliance with 'Treating Customers Fairly' principles.
- Personal and team targets, including quality control
- Enhanced complaint handling process to ensure more efficient and effective resolution.
- File handling (approx. 250 files)
- Paying invoices as required
- Conducted liability investigations
- Third party claim - property damage MoJ /
- Non MoJ Cases
- Subrogation hire
- Loss of earnings
- Conducted negotiations and litigation cases.
- Examined claim evidence against company guidelines and procedures to determine suitable outcomes for submitted claims, informing approval or rejection decisions.
- Assisted colleagues in investigating and troubleshooting problem claims, using expert knowledge to find and fix problems.
- Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
- Negotiated settlements, working with solicitors and claims professionals to reach beneficial agreements and facilitate compensation.
Third Party Claims Handler
Hastings Direct
2016.01 - 2017.01
Customer Representative
Hastings Direct
2013.01 - 2016.01
- Handled returns or exchanges swiftly; kept customer inconvenience to an absolute minimum.
- Provided technical support to customers, facilitating user-friendly experiences.
- Improved customer satisfaction by addressing and resolving complaints rapidly.
- Gathered feedback from customers post-sale, leading to continuous improvements in service delivery.
Education
Certificate of Higher Education - IF 1
CII
NVQ Level 3 Advanced Level Apprenticeship - Retail (Management)
First 4 Skills / Protocol Skills NVQ Providers
2013.01 -
NVQ Level 2 - Retail Skills
First 4 Skills / Protocol Skills NVQ Providers
2013.01 -
Certificate of Higher Education - Microsoft certified qualification (MCSE 2000)
The Zone
Cape Town, South Africa 2000.01 -
Certificate of Higher Education - Networking Essentials
The Zone
Cape Town, South Africa 2000.01 -
Certificate of Higher Education - CompTIA A+
The Zone
Cape Town, South Africa 2000.01 -
N3 National Certificate - Industrial Electronics – N3 National Certificate
Wingfield College
Cape Town, South Africa 1998.01 -
GCSEs - Mathematics, English, Science (Biology), Woodwork, Afrikaans, Home Economics, Business Economics
Visa Nova School
South Africa 1988.01 -
Skills
- Telephone communication skills
- Multi-tasking in high-pressure environments
- Stress management and professionalism
- Persuasion and negotiation expertise
- CII IF1 qualification progress
- Customer service experience
- Relationship management
Additional information
Thank you for considering my application. I hope to bring my industry expertise and past experience to an organization, like yours, where I can contribute to growth and success. Please don't hesitate to contact, if you need any additional information.
Timeline
Complaints Handler
Marketstudy Group
2022.03 - 2025.06
Credit Hire Handler
The AA
2020.08 - 2022.03
Technical Claims Handler
Hastings Direct
2017.01 - 2020.08
Third Party Claims Handler
Hastings Direct
2016.01 - 2017.01
Customer Representative
Hastings Direct
2013.01 - 2016.01
NVQ Level 3 Advanced Level Apprenticeship - Retail (Management)
First 4 Skills / Protocol Skills NVQ Providers
2013.01 -
NVQ Level 2 - Retail Skills
First 4 Skills / Protocol Skills NVQ Providers
2013.01 -
Certificate of Higher Education - Microsoft certified qualification (MCSE 2000)
The Zone
2000.01 -
Certificate of Higher Education - Networking Essentials
The Zone
2000.01 -
Certificate of Higher Education - CompTIA A+
The Zone
2000.01 -
N3 National Certificate - Industrial Electronics – N3 National Certificate
Wingfield College
1998.01 -
GCSEs - Mathematics, English, Science (Biology), Woodwork, Afrikaans, Home Economics, Business Economics
Visa Nova School
1988.01 -
Certificate of Higher Education - IF 1
CII