IKO-OJO EMEJE
Edinburgh,United Kingdom
Summary
Customer-focused Operations and Pension Services professional with experience supporting pension and investment customers within a regulated financial services environment at Lloyds Banking Group. Experienced in handling pension enquiries across contributions, withdrawals, retirement options, fund switches and account servicing while ensuring FCA and GDPR compliance. Recognized for delivering outstanding customer outcomes through accurate case handling, strong attention to detail and effective problem solving. Confident managing multiple priorities in a fast-paced operational environment while collaborating with colleagues to resolve complex issues and improve customer journeys. Passionate about continuous improvement and committed to delivering the high standards of service expected within a leading global financial institution.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work history
Customer Service Advisor
Lloyds Banking Group
Edinburgh
2026.03 - 2026.07
- Deliver specialist support to customers and Independent Financial Advisers across pension and investment products within a regulated financial services environment.
- Process and resolve complex pension enquiries relating to contributions, withdrawals, retirement options, fund switches, Flexi-access drawdown and account servicing while ensuring excellent customer outcomes.
- Support customers throughout key stages of their pension journey by investigating requests, verifying documentation and ensuring accurate completion of operational processes.
- Handle over 20 customer cases daily while consistently achieving approximately 85% First Contact Resolution through strong analytical and problem-solving skills.
- Maintain strict adherence to FCA regulations, GDPR requirements and internal risk controls when processing customer requests.
- Collaborate with operational teams and specialist departments to investigate complex cases and deliver timely resolutions.
- Identify recurring customer issues and proactively suggest improvements that reduce repeat contact and improve operational efficiency.
- Support vulnerable customers with empathy, professionalism and appropriate safeguarding procedures.
- Build trusted relationships with customers by providing clear explanations of pension products, processes and available options.
Head Waiter
The Balmoral Hotel (Number One restaurant)
Edinburgh
2025.10 - 2026.03
- Delivered high-end, customer service within a 5-star hotel environment, managing a designated section of 6–10 tables (20–40 guests per service).
- Demonstrated in-depth knowledge of menus, allergens, and wine pairings, ensuring 100% compliance with food safety and allergen regulations.
- Worked closely with kitchen, sommelier, and management teams to ensure smooth service flow and timely delivery of courses.
- Handled guest feedback and complaints professionally, achieving a 90%+ immediate resolution rate.
- Adhered strictly to health & safety, HACCP, and hygiene procedures, contributing to zero food safety incidents during service.
Customer Service Advisor
Every Student
Aberdeen
2023.10 - 2025.09
- Acted as the first point of contact for 250–400 students, handling an average of 20-35 calls per day, and email support in a busy student accommodation environment.
- Accurately processed customer requests, account updates, and personal information in full compliance with GDPR and internal policies.
- Prioritized a high-volume workload across multiple enquiries, ensuring timely resolution and maintaining excellent attention to detail.
- Achieved 85–95% first contact resolution, resolving issues such as password resets, account access, policy questions.
- Collaborated with maintenance, accommodation, and external service teams to coordinate resolutions and deliver a seamless customer experience.
- Maintained accurate records of customer interactions and case updates to support operational efficiency and effective issue resolution.
- Contributed to the smooth delivery of accommodation operations by supporting room allocations, property inspections, and student arrivals during peak periods.
Junior Site Architect
Hall 7 Real Estate
Abuja
2021.11 - 2023.06
- Supported architectural design coordination and site delivery across three residential and mixed-use developments in Abuja, working closely with senior architects, engineers, contractors and suppliers to keep construction aligned with approved drawings, specifications and quality standards.
- Conducted regular site inspections, monitored project progress, and prepared detailed reports to support timely decision-making and issue resolution.
- Produced and maintained architectural drawings, as-built documentation, and project records, ensuring accuracy and effective communication across project teams.
- Assisted in resolving on-site design and construction issues, helping minimize delays and maintain project quality standards.
- Supported project handovers through snagging inspections, quality assurance checks, and final documentation, contributing to successful project completion.
Education
MSc - Construction Project Management
Robert Gordon University
Aberdeen 2023.09 - 2025.01
BSc - Architecture
Covenant University
Nigeria 2015.08 - 2019.06
Skills
- Pension Operations & Customer Servicing
- Pension Administration & Retirement Products
- Regulatory Compliance (FCA & GDPR)
- Operational Risk & Process Accuracy
- Client & Stakeholder Relationship Management
- Process Improvement & Operational Efficiency
- Microsoft Office (Excel, Word, Outlook & Teams)
- Attention to Detail & Adaptability
References
Reference Available on Request
Timeline
Customer Service Advisor
Lloyds Banking Group
2026.03 - 2026.07
Head Waiter
The Balmoral Hotel (Number One restaurant)
2025.10 - 2026.03
Customer Service Advisor
Every Student
2023.10 - 2025.09
MSc - Construction Project Management
Robert Gordon University
2023.09 - 2025.01
Junior Site Architect
Hall 7 Real Estate
2021.11 - 2023.06
BSc - Architecture
Covenant University
2015.08 - 2019.06