Hollie Backhouse
Customer Relations
Witheridge,Devon
Summary
Customer relations professional with proven expertise in managing complaints and enhancing service quality. Holds an NVQ Level 2 in Customer Services and a Professional Award in Complaints Handling and Investigation. Demonstrates strong problem-solving abilities and excels in team collaboration. Seeking to leverage skills in a dynamic, customer-focused environment
Overview
5
5
years of post-secondary education
13
13
years of professional experience
Work history
Senior Customer Relations Officer
Devon County Council
Exeter
2025.09 - Current
- Managed corporate and statutory complaints, ensuring compliance with legal standards.
- Collaborated with stakeholders, including service users as primary liaison, to facilitate effective communication and resolution.
- Investigated complex grievances, leading de-escalation efforts to maintain positive relationships.
- Coordinated multi-agency responses to enhance service delivery under public scrutiny.
- Trained new team members, improving operational efficiency and service quality.
- Managed high and complex case loads whilst adhering to deadlines.
- Drafted and quality-assured correspondence to secure senior leadership sign-off, while ensuring strict adherence to statutory deadlines, GDPR, and data governance legislation.
- Analysed complaint trends and tracked KPIs to identify service deficiencies, collaborating with managers to implement robust risk-mitigation action plans.
- Translated complex legal frameworks and policy guidelines into plain language to de-escalate high-tension disputes and manage statutory appeals.
Customer Relations Officer
Devon County Council
Exeter
2016.06 - 2025.09
- Optimised daily team operations by triaging high-volume multichannel enquiries—including complaints and MP communications—while partnering with the NHS, District Councils, LGSCO and internal departments for seamless multi-agency responses.
- De-escalated volatile customers using strategic problem-solving and strictly enforced the Unacceptable Behaviour Policy when necessary.
- Managed secure case chronologies, third-party data sharing, and KPI reporting in strict compliance with GDPR and data integrity standards.
- Designed and delivered hybrid training programmes to onboard new officers and upskill service managers on statutory guidelines.
Finance Assistant
Devon County Council
Exeter
2013.02 - 2016.06
- Executed statutory means-testing and face-to-face or telephone financial assessments to determine legal contributions for complex care packages.
- Managed end-to-end invoicing cycles , periodic bill runs, and financial reconciliations to maintain balance accuracy across care accounts.
- Navigated debt recovery frameworks and formal escalation routes to resolve non-payment issues and clear complex account disputes.
- Partnered with social work teams to align care plan provisions with financial outcomes while maintaining meticulous, audit-ready digital records.
- Coached and mentored team members on updated local policies, systems, financial assessment tools, and vulnerable customer communication methods.
Education
Professional Award - Complaint Handling & Investigations
The International Compliance Association
Manchester 2025.12 - 2025.12
A-Levels - Travel & Tourism
East Devon College
Tiverton 2003.09 - 2005.06
GCSEs -
West Somerset Community College
Minehead 2001.01 - 2003.06
NVQ Level 2 - Customer Services
Customer Services
Plymouth 2010.01 - 2010.12
Skills
- Customer Service
- Interpersonal Skills
- Project Management
- Conflict Resolution
- Time Management
- Communication skills
- Professional Award in Complaints Handling and Investigations
- Team collaboration
- Self-awareness
- Problem Solving
Accomplishments
Team Finalist for the UK Customer Satisfaction Awards 2025, from The Institute of Customer Service.
Work preference
Work Type
Full timeContract workLocation preference
RemoteHybridTimeline
Professional Award - Complaint Handling & Investigations
The International Compliance Association
2025.12 - 2025.12
Senior Customer Relations Officer
Devon County Council
2025.09 - Current
Customer Relations Officer
Devon County Council
2016.06 - 2025.09
Finance Assistant
Devon County Council
2013.02 - 2016.06
NVQ Level 2 - Customer Services
Customer Services
2010.01 - 2010.12
A-Levels - Travel & Tourism
East Devon College
2003.09 - 2005.06
GCSEs -
West Somerset Community College
2001.01 - 2003.06