Jamie Nicholas
Northampton,United Kingdom
Summary
I am a detail-oriented and driven professional with expertise in multiple Microsoft Office, Google and customer engagement applications such as Zendesk. Alongside case load organisation I am driven to work strongly as part of a team or by myself. Proven skills in claims analysis, settlement negotiation, and complaint investigation. I have over 17 years of experience within the customer service sector, supported by NVQ Level 2 and 3 accreditations. Committed to delivering exceptional service and continuous personal development.
Overview
19
19
years of professional experience
2003
2003
years of post-secondary education
1
1
Certification
Work history
Claims Manager
Wickes Group PLC
Northampton
2019.10 - 2025.03
- Negotiated settlements with claimants, minimising company exposure.
- Investigated and resolved escalated, complex complaints to enhance customer satisfaction
- Provided regular feedback on ways of working to the complaint team.
- Respond to Letter before court actions claims and liaise with company legal team.
- Managed the investigation and resolution of 200 escalated Ombudsman complaints, attending weekly conferences to represent the business.
Service Delivery Team Manager
Wickes
2016.10 - 2019.10
- The ability to lead a team towards a common goal and achieve business SLAs
- Manage and support all people processes, including; performance management, time and attendance.
- Coached and developed team members in skills such as objection handling and difficult conversations to enhance customer experience.
- Conducted team reviews to highlight business process updates and provided one-to-one support to ensure colleagues felt motivated.
- Fostered an inspiring team environment through open communication practices
- Served as a liaison by escalating issues to senior stakeholders and third parties
- Created and defined training aids and process improvement plans to support team development.
Service Specialist
Wickes
2015.07 - 2016.10
- Proactive approach to complaint resolution throughout every customer journey
- Negotiating with key stakeholders to ensure customer satisfaction
- Identified and resolved complaints from social media, MD/CEO, and Furniture Ombudsman
- Liaised with regulators to ensure customer compensation for financial loss
- Mentored Customer Service Advisors, providing support and training in product knowledge, communication, and problem-solving skills
- Capture root cause analysis to highlight trends within the business
- Managed workload effectively while assisting colleagues and peers in daily tasks
- Represented department as a Great Place to Work ambassador, promoting employee reward and recognition initiatives.
Customer Service Advisor
Wickes
2013.08 - 2015.07
- Used initiative to provide comprehensive resolutions for customer complaints
- Took ownership of customer complaints from purchase through to installation completion
- Liaised with key stakeholders to enhance customer journey
- Ability to remain calm when dealing with emotional or distressed customers.
Sales Consultant
Aston and Fincher
2006.02 - 2012.08
- Achieved and surpassed business targets aligned with KPIs, contributing to overall sales growth.
- Processed customer orders efficiently to ensure timely delivery.
- Conducted daily telesales activities.
- Served as the primary contact for incoming calls and sales enquiries, providing information to customers.
- Prepared furniture quotations for customer inquiries.
- Taking orders in person and by phone
- Picked and packed orders efficiently.
- Managed the return process for faulty products.
- Conducted debt recovery efforts to reclaim outstanding payments.
- Conducted stock counts and adjustments to maintain inventory accuracy.
Education
GCSEs -
Trinity Upper School
NorthamptonSkills
- Microsoft office
- Google Docs, Sheets and Slides
- Case load organisation
- Claims analysis
- Claims settlement negotiation
- Personal development
- Complaint investigation
- Outstanding customer service
REFERENCES
Available upon request
Affiliations
- Movies, 3D modelling/printing, cooking, games nights & spending time with family.
Certification
City and Guilds - Customer Service NVQ Level 2
City and Guilds - Customer Service NVQ Level 3
References
References available upon request.
Timeline
Claims Manager
Wickes Group PLC
2019.10 - 2025.03
Service Delivery Team Manager
Wickes
2016.10 - 2019.10
Service Specialist
Wickes
2015.07 - 2016.10
Customer Service Advisor
Wickes
2013.08 - 2015.07
Sales Consultant
Aston and Fincher
2006.02 - 2012.08
GCSEs -
Trinity Upper School