Kirsty Soffe
Sowerby Bridge,West Yorkshire
Summary
Seasoned Head of Customer Relations experienced in dispute resolution, crisis management, and stakeholder engagement. Achieved cost savings and revenue growth through effective leadership, strategic planning, and solution development. Focused on leveraging communication and problem-solving skills to enhance organisational success and drive customer satisfaction.
Overview
6
6
years of post-secondary education
26
26
years of professional experience
Work history
Head of Customer Relations – Operations
Intact Insurance
Halifax, Calderdale
05.2024 - Current
- Led operations for team of 50+ complaint specialists and six team leaders, ensuring effective complaint resolution and team alignment
- Managed team performance by implementing regular feedback and coaching sessions
- Key stakeholder relationship management
- Oversaw operational best practice and quality audit outcomes, driving compliance and service excellence
- Daily workflow management, forecasting & planning
- Complaint root cause analysis
- Implementation of technical training for upskilling/ multi-skilling
- Reviewed skills gap analysis and annual technical capability to identify training needs and enhance team expertise
- Proactively consider & manage surge events in line with claims surge/ incidents
- Oversight & involvement in media, press and executive complaint reviews
- Strategic review of target operating model (TOM) in line with future claims trends
- Complex technical case reviews (home, commercial, pet, fraud, large loss etc)
- Participated in discussions at vulnerable customer forums to address their needs and concerns
Technical Consultant & Development File Review Lead (home claims)
Intact Insurance (formely RSA Group)
Halifax, Calderdale
05.2021 - 05.2024
- Provide technical claims guidance on complex claims matters (up to £250,000 license) but management over and above and general referrals
- Lead & coach team of open file review auditors
- Provide coaching and training to technical claims handlers, technical experts & customer relations based on knowledge gaps (following outputs of annual competency assessment and ad hoc subject matters)
- Target, build and deliver training material across home claims
- Review monthly leakage across home claims and provide coaching/ training on best practice
- Reviewed audit controls and ensured auditors adhered to intervention guidelines, minimising leakage, breaches, and risk of harm to customers
- Root cause analysis of technical file reviews and open file reviews
- Drove continuous improvement initiatives with key stakeholders, leveraging audit outputs and technical assessments
- Monthly coaching sessions with team leaders and business leaders following analysis of audit outputs to drive continuous improvement
- Quarterly calibration with auditors to ensure consistency of approach
- Identify development needs through outputs of audits
- Executed strategic solutions that enhanced operational efficiency across processes.
- Project Management
Complaints Leader, Customer Relations
Intact Insurance (formely RSA Group)
Halifax, Calderdale
07.2016 - 05.2021
- Managed and developed 19 complaint specialists, largest team within customer relations.
- Engaged with Executive team, Press and social media team on high-profile complaints, facilitating resolution and enhancing communication.
- Handle complex referrals and ex gratia/ compensation requests above handler licenses
- Achieved higher complaint resolution rate by engaging claim stakeholders and supporting case resolution.
- Deployment of a triage team within complaints. Delivered 20% reduction in work escalating to a formal environment and improved productivity by 100%.
- Analyse Financial Ombudsman overturns & referrals against industry benchmark and provide coaching to handlers based on knowledge gaps
- Daily management of workflow across home, commercial, liability, injury and motor complaints
- Analysed supplier complaint performance for accurate logging and reporting, collaborating with stakeholders to improve relationships and reduce complaint volumes.
- Improve employee engagement whilst effectively performance managing in line with agreed objectives.
- Designed and delivered supply chain complaint handling process map, aligning best practices in complaint logging with RSA and Ombudsman (FOS) philosophy.
- Highlighted significant accomplishments
- Managing day-to-day running of the team
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
Complaints Specialist, Customer Relations
Intact Insurance (formely RSA Group)
Halifax, Calderdale
10.2003 - 07.2016
- Managed customer expectations and delivered tailored resolutions to enhance satisfaction
- Influencing & guiding the business on complaint resolution
- Liaised with Financial Ombudsman Service (FOS) to negotiate fair outcomes that prioritised customer interests
- Analysed causes of customer complaints to identify patterns and implement preventative measures
- Regular telephone conferences with supply chain managers and suppliers to review the root cause of complaints and agree improvements
- Highlighted significant accomplishments in complaint resolution
- Compiled detailed reports on customer complaints for management review
- Delivering effective complaints training
- Training handlers to provide technical final responses on complaints. Three of those handlers have moved on to much bigger roles externally.
- Complying with Financial Conduct Authority (FCA) accountabilities
Senior Customer Service Advisor – Home claims
Intact Insurance (formley RSA Group)
Leeds, West Yorkshire
01.2001 - 01.2003
- Resolving customer complaints
- Managed complex claims to ensure thorough resolution
- Acted as referral point for colleagues seeking assistance
- Trained colleagues in effective complaint management techniques
- Coached team members on call quality through targeted feedback
- Mentoring new starters
- Auditing claims files
Education
Advanced GNVQ - Business
Garforth Community College
Leeds 09.1997 - 05.1999
7 GCSE’s - Maths, English, Science, Art, Business Studies, French
Garforth Community College
Leeds 09.1992 - 07.1997
Skills
- Stakeholder management
- Negotiation
- Dispute resolution
- Crisis management
- Change coaching
- Root cause analysis
- Objective design and delivery
- Strategic planning
- Proficient in Microsoft Office & Word
- Problem-solving
- Strong leadership
- Calm under pressure
- Communication skills
- Overcoming objections
References
- Dave, Ward, Head of Technical Claims, Dave.ward@intactinsurance.co.uk, Intact Insurance
- Alistair, Bell, Claims Director, alastairjamesbell@hotmail.co.uk, Axa Insurance
Hobbies & Interests
Fascinated by architecture and the history of National Trust properties;, I enjoy spending time with my two children, my husband our pups and friends.
Accomplishments
Women in Insurance awards nominee for 2-years running.
References
References available upon request.
Timeline
Head of Customer Relations – Operations
Intact Insurance
05.2024 - Current
Technical Consultant & Development File Review Lead (home claims)
Intact Insurance (formely RSA Group)
05.2021 - 05.2024
Complaints Leader, Customer Relations
Intact Insurance (formely RSA Group)
07.2016 - 05.2021
Complaints Specialist, Customer Relations
Intact Insurance (formely RSA Group)
10.2003 - 07.2016
Senior Customer Service Advisor – Home claims
Intact Insurance (formley RSA Group)
01.2001 - 01.2003
Advanced GNVQ - Business
Garforth Community College
09.1997 - 05.1999
7 GCSE’s - Maths, English, Science, Art, Business Studies, French
Garforth Community College
09.1992 - 07.1997