Jonathan Trimmer

Various roles throughout the contract.

Mailbox Administrator

Working from an internal mailbox triaging customers emails to ensure they are added to the correct complaint or forwarded to the appropriate internal department to be actioned.

Complaint Handler

Taking ownership of escalated complaints and contacting the customer via telephone, email and letter to keep them informed of the progress of their complaint.

Investigating all aspects of the complaint thoroughly, leading to fair resolutions that were satisfactory for both parties involved.

Ombudsman Administration Team Agent

Ensuring Ombudsman complaints generated by the online portal met the criteria for an internal complaint to be raised, then creating the complaint.

Adding Ombudsman remedies to existing complaints and ensuring they had been completed correctly.

General administration work regarding Ombudsman complaints.

Resolution Improvement Team (RIT) Agent

Reviewing and auditing complaint and feedback cases raised by agents to ensure the correct procedures were being followed.

Pending Close Agent

Reviewing and taking ownership of complaint cases that were awaiting further actions to resolve. Contacting customers via email and liaising with internal departments until all outstanding actions were completed.

Answering inbound calls and dealing with questions

for clients.

Booking new appointments for clients.

Liaising with doctors surgeries and clinics to produce medical reports

for clients.

Managing the team email inbox and responding within agreed SLA's.

Calculating Redress figures for customers, accurately and within

set timescales.

Managing workflow ensuring deadlines are met in line with

customer, policy and regulatory requirements.

Creating customer letters based on official templates, ensuring

professional and accurate communications.

Demonstrating the ability to work in a fast paced target driven

environment, whilst maintaining excellent accuracy and quality of

output.

Utilising a large number of in house data bases, systems and

processes to ensure correct outcomes are achieved.

Demonstrating the ability to work as effectively as part of a team

whilst still meeting individual targets.

Application Support Specialist

Developing software applications to assist the sales teams in

monitoring staff performance

Updating the staff database with team changes, new starters and

leavers

Maintaining existing applications to ensure accurate data was

being captured

Liaising with insurers and company directors to produce new

bespoke discount schemes

Meeting strict deadlines both in house and for Insurers

Sales Team Leader

Managing a team of ten sales agents to ensure targets were being

met whilst complying to FCA regulations.

Completing monthly one to one and performance reviews with

sales agents.

Completing any necessary disciplinary action for sales agents.

Liaising with the sales and brand managers to review individual and

company performance against target.

Audit Agent

Reviewing customers No Claims Bonus to ensure they fitted the

criteria for the insurer by checking claims databases and insurance

history.

Replacing the customers cover to a more suitable insurer if needed.

Remote listening to sales agents calls to ensure they were

complying to FCA regulations and providing feedback and coaching

where necessary.

Working closely with the brand manager to ensure targets were

being met whilst all FCA guidelines were being adhered to.

Sales Agent

Taking incoming calls from comparison sites and placing the

customer with the most suitable insurer for their needs.

Maintaining a professional telephone manner at all times whilst

building a rapport with the customer.

Complying to FCA regulation at all times.

Meeting a daily, weekly and monthly target.

Maximising company margin by upselling to the customer.

Hiring, training and managing staff performance via regular one to one meetings.

Organising staff rotas to ensure adequate cover for the running of the store.

Processing payroll for staff.

Ensuring the shop layout was inline with company guidelines

End of day cash reconciliation.

Participating in company sales initiatives.

Attending monthly management meetings with other store managers and the area manager to discuss current business requirements and individual store KPI's.

Game Group bought Gamestation Ltd in 2007 Game

Group went into administration on 26 March 2012 and the shop

closed the same day.