James Turner

• Examining complaints from consumers and businesses against Energy and Communication suppliers, delivering fair, evidence-based outcomes in accordance with regulatory standards.

• Producing written reports and conclusions for binding action on escalated complaints while reviewing Investigation Officer outcomes to drive best practices and continuous improvement.

• Built and maintained effective working relationships with Energy and Communication suppliers, regulators, and governing bodies to promote collaboration and accountability.

• Designed and implemented a prioritisation workflow to manage case submissions against key KPIs, significantly improving operational efficiency and overall productivity.

• Supported staff development by identifying training needs and delivering coaching across all levels of the team, fostering a culture of learning and performance excellence.

• Updating a compliance database, and providing monthly reports with trends to key stakeholders.

• Proposing improvements to supplier processes to prevent complaints from occurring.

• Managed relationships with internal departments and external partners, ensuring alignment and effective communication across all touchpoints.

• Identified areas of compliance risk and vulnerability across the business, developing and implementing effective mitigation strategies to ensure regulatory alignment and operational integrity.

• Conducted root cause analysis of customer complaint data, highlighting trends and systemic issues, and delivered actionable insights to cross-functional teams and board to drive service improvements.

• Designed and launched a comprehensive training and guidance programme for customer service advisers and team managers, enhancing industry knowledge and ensuring compliance with Ofgem licensing conditions.

• Prepared and submitted quarterly complaints reports to Ofgem and Citizens Advice, maintaining transparency and accountability in line with regulatory expectations.

• Acted as key liaison with Ofgem, providing weekly updates and preparing detailed responses to Requests for Information (RFI) regarding compliance performance, particularly in relation to Toto Energy.

• Led and managed a multidisciplinary team consisting of 12 Complaints Advisers, 4 Quality Assurance staff, 2 Supervisors, and Team Manager, ensuring consistent delivery of KPIs and service-level agreements (SLAs).

• Represented the company in external meetings with regulators and governing bodies, strengthening professional relationships and ensuring open, effective communication on compliance matters.

• Provided regulatory and industry expertise to drive regulatory changes/guidance and industry best practice across the organisation.

• Designed, developed, and successfully rolled out a comprehensive complaints training programme for all customer service advisers, strengthening compliance and service quality.

• Set and achieved a strategic objective to reduce Ombudsman complaints by 25% within 3 months—exceeded target with a 40% reduction through introduction of a new coaching methodology, resulting in substantial monthly cost savings.

• Leveraged management information (MI) and reporting tools to drive operational excellence, continuous improvement, and effective team performance management.

• Managed and motivated a high-performing complaints team, ensuring timely, impartial resolution and a customer-centric approach to complaint handling.

• Conducted quality assessments of complaints cases and provided targeted coaching to ensure adherence to quality standards and regulatory expectations.

Served as key escalation point for high-profile complaints addressed to the CEO and board of directors, managing sensitive cases with professionalism and discretion.

· Investigated complex complaints submitted by consumers against participating energy companies, evaluating evidence to ensure fair and balanced outcomes.

· Conducted in-depth research and analysis to support resolution of cases, applying industry knowledge and regulatory insight to drive informed decision-making.

· Produced detailed written reports with clear, evidence-based recommendations, including binding decisions where appropriate, in line with regulatory standards.

· Built and maintained effective working relationships with member companies and external agencies to support collaborative complaint resolution and industry improvement.

· Actively managed casework through proactive monitoring and review, ensuring timely progression and adherence to corporate procedures.

· Maintained and updated the compliance database, generating and delivering monthly reports to management with insights and emerging trends.

· Reviewed customer sales calls for compliance with Energy Company Obligation (ECO) scheme requirements, providing feedback and policy recommendations to drive compliance and best practice.

· Provided regulatory and industry expertise to support Ombudsman Investigation Officers, enhancing consistency and accuracy in complaint handling.

· Achieved a 100% performance target with exceptional quality standards, recognised for consistently high decision-making accuracy and case outcomes.

· Identified patterns of non-compliance and escalated issues promptly, contributing to policy improvements and reducing future risk.

· Exercised strong judgment in balancing the interests of suppliers with a commitment to fair outcomes and customer advocacy.