Summary
Overview
Work history
Education
Skills
Timeline
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Laura Jarrett

Laura Jarrett

Leeds,West Yorkshire

Summary

Highly motivated and results-driven professional with a strong work ethic and proven ability to thrive in fast paced, regulated environments. I bring a versatile skill set developed through hand-on experience in administrative roles across customer service, fraud investigations, Section 75 claims, and complaint handling. With a keen eye for detail and a solid understanding of regulatory expectations, I am confident in my ability to support and enhance compliance and due diligence processes within an FCA regulated framework. Eager to take on increased responsibility and contribute to maintaining high standards of governance and operational integrity.

Overview

8
8
years of professional experience

Work history

Complaints Agent

Smile White
Leeds, West Yorkshire
05.2025 - Current
  • Identified key complaint points to facilitate the resolution of customer complaints.
  • Determined suitable outcomes that balanced consumer satisfaction and business interests.
  • Collaborated with internal teams to ensure a seamless customer journey.

Customer Relations Officer

LanternUK
Leeds
02.2023 - 05.2025
  • Strong knowledge of the FCA's DISP guidelines and Consumer Duty.
  • Handled complaints, fraud claims, and credit file queries.
  • Worked closely with external clients and maintained a good level of rapport.
  • Served as the organisation's Subject Matter Expert on fraud, providing guidance on fraud identification and investigation strategies.
  • Considered the best outcome for Lantern as a business and in relation the customer journey when reviewing cases.
  • Worked closely with the Financial Ombudsman Service on escalated complaints, compiling case files and liaising with adjudicators to support timely resolutions.
  • Monitored and analyzed complaint root causes to identify emerging risks and process gaps, escalating issues to relevant stakeholders as appropriate.

Customer Care Officer

Novuna
Leeds
02.2021 - 02.2023
  • Significant account management experience.
  • Experience handling claims under Section 75 of the Consumer Credit Act and customer complaints.
  • Kept customers well-informed of claim updates and case progress.
  • Processed customer and client contact promptly to meet business targets.
  • Managed a caseload of up to 250 customers and 5 clients at a time.

Customer Service and Collections Agent

Novuna
Leeds, West Yorkshire
05.2017 - 02.2021
  • Acted as the first point of contact for customer issues and queries.
  • Handled sensitive calls and maintained a positive customer relationship.
  • Recorded and processed customer data.
  • Investigated and handled customer queries within SLAs.

Education

Level 3 Extended Diploma - Creative Media Production

Leeds City College
Leeds
07.2018

GCSEs - Mathematics

Temple Moor High School
Leeds
06.2015

GCSEs - English Literature

Temple Moor High School
Leeds
06.2015

GCSEs - English Language

Temple Moor High School
Leeds
06.2015

Skills

  • Experience in handling client accounts
  • Excellent verbal communication and relationship-building skills
  • Solid experience with MS Office and Excel
  • Strong written communication skills
  • Experience handling high caseloads and maintaining sharp attention to detail

Timeline

Complaints Agent

Smile White
05.2025 - Current

Customer Relations Officer

LanternUK
02.2023 - 05.2025

Customer Care Officer

Novuna
02.2021 - 02.2023

Customer Service and Collections Agent

Novuna
05.2017 - 02.2021

Level 3 Extended Diploma - Creative Media Production

Leeds City College

GCSEs - Mathematics

Temple Moor High School

GCSEs - English Literature

Temple Moor High School

GCSEs - English Language

Temple Moor High School

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