Joseph Toner
Bradford
Summary
Experienced customer service advisor in the mortgage sector, with a current role in consumer-focused project management and data analysis driving change for the betterment of customer outcomes when repaying their mortgage. Simultaneously studying an MSc in International Relations with a focus on political analysis, policy and the effects that this has on a global level.
Overview
2027
2027
years of professional experience
5
5
years of post-secondary education
Work history
Senior Customer Service Advisor
Skipton Building Society
2023.07 - 2026.06
- Project management experience working with external consultants to overhaul processes for paying off mortgages, with an emphasis on improving customer outcomes
- Resolved complaints at first point of contact wherever possible and managed escalated cases.
- Investigated customer concerns through listening, correspondence review and internal liaison.
- Handled customer queries across multiple channels in a highly regulated mortgage environment.
Cashier
Nisa Local Warren Lane
2022.03 - 2023.07
Maths and English Tutor
Explore Learning Bradford
2017.06 - 2021.12
Additional Short-Term Work Experience
2017 - 2022
- Experience in volunteering at a school for the blind and on a language exchange in China, transcription, web design and marketing support roles.
Education
MSC - International Relations
University of Bristol
2024.01 - 2026.06
BA - Film and Television Studies
Aberystwyth University
2019.01 - 2022.01
A Levels and GCSE’s - English Language and Maths
Skills
- Consumer-outcome focused project management
- Customer facing customer service involving complaint handling and vulnerable customers
- Qualitative data analysis, especially discourse analysis, in government and politics
- Quantitative data analysis in the mortgage sector
- Microsoft Office, Google Docs and Drive, and Power BI experience
- High level stakeholder engagement
- Working effectively on project work, in work and academically concurrently, to tight deadlines
References
References available upon request.
Timeline
MSC - International Relations
University of Bristol
2024.01 - 2026.06
Senior Customer Service Advisor
Skipton Building Society
2023.07 - 2026.06
Cashier
Nisa Local Warren Lane
2022.03 - 2023.07
BA - Film and Television Studies
Aberystwyth University
2019.01 - 2022.01
Maths and English Tutor
Explore Learning Bradford
2017.06 - 2021.12
A Levels and GCSE’s - English Language and Maths
Additional Short-Term Work Experience
2017 - 2022