Jack Hutton
Chester Le Street,Durham
Summary
Customer-focused complaints investigator in financial services with expertise in managing high-volume caseloads in fast-paced environments. Proficient in diffusing conflicts through exceptional communication and resolution skills. Calm and efficient under pressure to achieve complaint-handling targets whilst delivering positive customer outcomes.
Overview
4
4
years of professional experience
Work History
Complaints Investigator at
Sopra Steria - For National Savings & Investments
Durham
08.2022 - Current
- Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.
- Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
- Communicated solutions, apologies, and compensation to customers, restoring their confidence in the service provided.
- Provided fair, accurate and timely results to meet organisation's regulatory obligations and deliver exceptional customer experiences.
- Examined complex issues raised by frontline advisors through client callbacks and call listening to find solutions.
- Liaised with different departments to gather information pertinent to customer complaints, facilitating effective problem solving.
- Maintained a calm and professional demeanor when dealing with challenging or upset customers, ensuring a positive interaction.
OUTBOUND RENEWALS ADVISOR
EC Outsourcing
Boldon Colliery, South Tyneside
01.2022 - 03.2022
- Logged call details and customer information in secure systems, improving data collection measures.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Successfully generated new business via telephone sales, achieving profit growth targets.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Used strategic promotional strategies to retain customers considering service cancellations.
Education
Diploma of Higher Education - Forensic science, Law, and Criminology
Durham Sixth Form Centre
Durham, DUR06-2021
Skills
- Outgoing and enthusiastic
- Energetic self-starter
- Customer- and service-oriented
- Superb time management
- Results-oriented
- Complaint resolution
- Problem solving
- Effective communication
- Patience and composure
Timeline
Complaints Investigator at
Sopra Steria - For National Savings & Investments
08.2022 - Current
OUTBOUND RENEWALS ADVISOR
EC Outsourcing
01.2022 - 03.2022
Diploma of Higher Education - Forensic science, Law, and Criminology
Durham Sixth Form Centre