Summary
Overview
Work history
Education
Skills
Certification
Languages
Custom
Custom
Timeline
Generic

Leah Amesbury

Penpedairheol,United Kingdom

Summary

Proactive and results-driven professional with extensive experience in service delivery, compliance, and technology-enabled operations. Currently leading the Client Services team at Credas Technologies, a fast-growing fintech start-up, and a member of the Senior Management Team, contributing to strategic decision-making. Experienced in compliance, product knowledge, mobile and digital platform solutions, and delivering projects that improve processes, customer journeys, onboarding and service delivery. An ILM-qualified leader with a passion for developing high-performing teams, enhancing client experience, and bridging the gap between technology, compliance, and business needs.

Overview

16
16
years of professional experience
1
1
Certification

Work history

Head of Client Services

Credas
01.2023 - 09.2025
  • Leading the Client Services team, overseeing service delivery, compliance, and customer experience for a growing client base.
  • Member of the Senior Management Team, contributing to strategic decision-making and business growth.
  • Driving process improvements, workflow optimisation, and service innovation across the business.
  • Managing cross-functional projects to deliver product enhancements and operational efficiencies.
  • Coaching and developing team members to build capability and subject matter expertise.

Client Service Team Leader

Credas
01.2020 - 01.2023
  • Managed and motivated the Client Services team, ensuring efficient handling of tickets, calls, and client queries.
  • Oversaw client onboarding projects, including training rollouts and journey optimisation.
  • Acted as escalation point for complex issues, liaising with technical teams to deliver resolutions.
  • Implemented new procedures to streamline client support and improve customer satisfaction.
  • Supported product development by providing feedback from clients and the service team.

Senior Client Service Account Manager

Credas
01.2019 - 01.2020
  • Managed relationships with key accounts, ensuring compliance, onboarding, and service needs were met.
  • Delivered client training on the Credas platform and mobile application to drive adoption.
  • Coordinated with developers to report and resolve issues, contributing to product improvements.
  • Analysed client feedback and data to identify opportunities for service enhancements.
  • Supported colleagues through mentoring and sharing technical knowledge.

New Product Manager

Credas, The Indigo Group
05.2017 - 01.2019
  • First employee in the business, instrumental in shaping the company’s new product and customer onboarding journey.
  • Collaborated with developers under Agile methodology, writing user stories, logging bugs, and managing feature requests to improve the platform.
  • Supported sprint planning and prioritisation to ensure product improvements were delivered on time and met business requirements.
  • Partnered with compliance teams to ensure new features and processes met regulatory requirements.
  • Onboarded early-stage clients, delivering training, support, and feedback to guide product improvements.
  • Assisted with project delivery and product rollouts during the start-up phase.
  • Built the foundations for the Client Services function as the business scaled.

Financial Ombudsman Service (FOS) Liaison Officer

Lloyds Banking Group
02.2016 - 02.2017
  • Provided high-level support to the FOS, assisting with the investigation and resolution of complex customer complaints.
  • Managed a demanding volume of calls and written correspondence, building professional relationships with the FOS and internal stakeholders.
  • Took ownership of complex queries, liaising across departments to achieve optimal outcomes, frequently receiving positive feedback from management.
  • Ensured compliance with legislative and regulatory requirements, maintaining accuracy in all complaint handling and reporting to the Financial Conduct Authority (FCA).
  • Navigated multiple banking systems to deliver timely, precise, and auditable outcomes.
  • Mentored and supported less experienced colleagues, sharing expertise and guidance within a fast-paced, target-driven environment.
  • Maintained 100% quality scores through meticulous attention to detail and adherence to policies and procedures.

Financial Ombudsman Service (FOS) Liaison Officer

Lloyds Banking Group
11.2014 - 08.2015
  • Please see job description above.

Complaints Case Handler

Santander
06.2014 - 10.2014
  • Relocated to Leicester to contribute to a Past Business Review project, investigating and resolving a range of Payment Protection Insurance (PPI) complaints.
  • Streamlined processes and delivered excellent customer service while consistently achieving defined productivity targets.
  • Conducted thorough reviews of documentation and evidence to ensure accurate and fair resolution of complaints.
  • Communicated professionally with customers through both written and verbal correspondence.

Complaints Case Handler

Lloyds Banking Group
07.2010 - 05.2014
  • Conducted end-to-end reviews of PPI complaints raised by customers and Claims Management Companies (CMC), applying a holistic approach to ensure fair and accurate resolutions.
  • Expertly gathered and evaluated data from multiple systems to support informed decision-making and achieve optimal customer outcomes.
  • Exceeded targets for accuracy and productivity while maintaining high-quality standards and compliance with bank SLAs.
  • Communicated effectively with customers, third parties, and internal teams via written and verbal correspondence, managing high call volumes when required.
  • Appointed Subject Matter Expert (SME) for complex technical issues, providing guidance and support to colleagues.
  • Led the team on occasions in the absence of a manager, supervising workflow, delegating tasks, and acting as the main point of contact for escalations.

Credit Controller/Managed Accounts

PHS Group Plc
09.2009 - 06.2010
  • Proactively contacted customers and large organisations via telephone, email, and letter to manage overdue invoices and maintain timely payments.
  • Maintained accurate records of all activity, tracked accounts, and undertook reconciliations as required.
  • Identified changes in payment patterns and recommended actions to mitigate risk of indebtedness.
  • Handled disputed bills professionally, negotiating settlements within agreed terms.
  • Ensured all transactions complied with company policies and processing deadlines were consistently met.
  • Built and maintained strong relationships with large organisations, effectively managing 30, 60, and 90-day accounts and liaising with management as needed.
  • Provided clear, accurate guidance on billing queries to support customer satisfaction and operational efficiency.

Education

ILM L3, Leadership and Management -

Educ8

BSc (Hons) - Sports Coaching

Cardiff Metropolitan University

2 X AS Level -

Ysgol Gyfun Cwm Rhymni

Skills

  • Leadership and team management
  • Client onboarding and lifecycle management
  • Regulatory compliance knowledge
  • Technology-enabled service delivery
  • Process improvement and workflow optimisation
  • Communication and interpersonal skills
  • Proactive problem-solving abilities
  • Analytical skills for operational challenges

Certification

  • Data Protection
  • Health and Safety
  • Treating Customers Fairly
  • Customer Service
  • Regulated Complaint Handling
  • Advance Training in Excel

Languages

Fluent Welsh Speaker

Custom

Available on request

Custom

These include keeping fit through the use of gym facilities and participating in a variety of classes, shopping, spending time with family and socialising with friends on occasions.

Timeline

Head of Client Services

Credas
01.2023 - 09.2025

Client Service Team Leader

Credas
01.2020 - 01.2023

Senior Client Service Account Manager

Credas
01.2019 - 01.2020

New Product Manager

Credas, The Indigo Group
05.2017 - 01.2019

Financial Ombudsman Service (FOS) Liaison Officer

Lloyds Banking Group
02.2016 - 02.2017

Financial Ombudsman Service (FOS) Liaison Officer

Lloyds Banking Group
11.2014 - 08.2015

Complaints Case Handler

Santander
06.2014 - 10.2014

Complaints Case Handler

Lloyds Banking Group
07.2010 - 05.2014

Credit Controller/Managed Accounts

PHS Group Plc
09.2009 - 06.2010

BSc (Hons) - Sports Coaching

Cardiff Metropolitan University

ILM L3, Leadership and Management -

Educ8

2 X AS Level -

Ysgol Gyfun Cwm Rhymni

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