Summary
Overview
Work history
Skills
Education
Certification
Reference
Timeline
Generic

Lola Jaiyesimi

Milton Keynes

Summary

A highly skilled professional with expertise in regulatory knowledge, analytical thinking, and exceptional telephone etiquette. Demonstrates strong written and verbal communication skills, coupled with proficiency in Microsoft Outlook, Word, and Excel. Known for excellent time management, attention to detail, and the ability to make informed decisions. Tech-savvy team player with flexibility and a commitment to putting things right while showing empathy. Career goal includes leveraging co-pilot literacy to enhance operational efficiency within a dynamic organisation.

Overview

18
18
years of professional experience
1
1
Certification

Work history

Senior Complaint Handler

Ampluis
02.2025 - Current
  • ⁠ ⁠Conducted in-depth reviews of escalated customer complaints at Stage 2, ensuring full compliance with regulatory standards and internal complaint-handling procedures.
    •⁠ ⁠Analysed complex case files, correspondence, and supporting evidence to make fair and balanced decisions based on facts, policy, and precedent.
    •⁠ ⁠Drafted high-quality Final Response letters, clearly communicating outcomes and justifications in line with Financial Conduct Authority (FCA) requirements.
    •⁠ ⁠Liaised with internal departments and third parties to gather additional information and ensure accurate resolution of customer concerns.
    •⁠ ⁠Managed a high caseload effectively while meeting service level agreements (SLAs) and delivering consistent outcomes.
    •⁠ ⁠Identified trends and potential risks in complaints, escalating insights to leadership for service improvement opportunities.
    •⁠ ⁠Provided feedback to frontline teams to support continuous improvement in customer service and complaint handling.
    •⁠ ⁠Ensured meticulous record keeping and maintained full audit trails to support regulatory and quality assurance reviews.

Customer Resolution & Information Manager

Wirral Council
07.2024 - 02.2025
  • Coordinated mediation sessions, leading to amicable outcomes.
  • Managed customer complaints effectively, ensuring satisfaction and loyalty
  • Maintained confidentiality of sensitive information through strict access controls.
  • Guided team members to ensure a consistent and high level of customer service.
  • Updated standard operating procedures in line with current best practices.
  • Ensured data accuracy by implementing rigorous quality control measures.
  • Responded to enquiries from staff and provided advice on information management.
  • Supervised and managed employees, and handled annual appraisals and personal development plans.
  • Advocated for the rights of all parties involved in the dispute process while maintaining objectivity and impartiality.
  • Oversaw the creation of informational materials for internal use, enhancing knowledge sharing within the organisation.

Senior Complaints Officer

Oxfordshire County Council
12.2021 - 07.2024
  • Act as the authority's Complaints Officer for the purposes of the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and the Children Act 1989 Representations Procedure (England) Regulations 2006.
  • Liaise with the Access & Disclosure Team to assist with complaints received via the Local Government and Social Care Ombudsman, minimising the risk of any findings of maladministration by the LGSCO.
  • Alert the Monitoring Officer to any potential maladministration or non-compliance issues, and to be alive to the media and reputational implications of particular scenarios and resolutions.
  • Support the service in developing a strong resolutions and restorative based approach to managing complaints, seeking to ensure problem solving and conflict resolution models are in place, whilst ensuring complainants' rights to have their representations addressed in accordance with legislation, regulation and Council policies. Ensure complainants have support to access information about the complaints and representations procedures, advocacy and mediation services.
  • Advise, challenge and assist managers and directorates on achieving resolutions for difficult corporate and statutory complaints. Exercise judgement, according to knowledge of the expectations of the LGSCO, and persuade managers of the appropriate resolutions to complaints.
  • Scrutinise and advise upon every draft final response to a corporate complaint which has reached the last stage of the Council's internal procedures. Scrutinise and advise upon every draft final response to a statutory complaint.
  • Provide information to the Complaints Manager on outcomes and themes from complaints and representations to form a basis for performance measurement and quality assurance development, and to inform continuous improvement cycles.
  • Use effective systems, arrangements, and protocols for maintaining accurate records and data with regard to all complaints and representations received.
  • Work with Joint Commissioning teams to support their work with providers, and develop systems for responding to and learning from all the statutory complaints the council receives about Children's and Adults social care.
  • Ensure that prescribed timescales are met with respect to the consideration of complaints at each of the stages of the complaints and representations procedures.
  • Exercise judgement based on knowledge of the expectations of the LGSCO and Information Commissioner's Office to persuade managers of the appropriate resolutions to complaints.
  • Work in partnership with commissioned qualified external Investigating Officers and Independent Persons (Children Act 1989 and LA Social Services and NHS Complaints (England) Regulations 2009) where required, and to act as the Department's primary contact point in respect of such investigative arrangements. Work in partnership with external statutory agencies and bodies to ensure effective joint working on multi-disciplinary complaints and representations.
  • Arrange for the adjudication of all formal registered Stage Two complaints, and for liaison with senior managers regarding the nature and content of responses to complaints, ensuring a high standard of response to complaints and representations. Attend Stage 3 Panels as Panel Clerk and oversee arrangements.
  • Enhance and develop new learning materials in relation to complaints. Provide training to Council teams on good complaints handling when required.
  • Deputise in the absence of the Complaints Manager by attending directorate and team meetings, to provide specialist advice on complaints.
  • Ensure Safeguarding policies and protocols are fully adhered to, bringing any concerns to the attention of line manager
  • Ensuring that all relevant county policies and procedures are adhered to and concerns are raised in accordance with these policies.

Complaints Handler

Bradford Council
03.2022 - 02.2023
  • Handled in-person, email and mailed correspondence.
  • Implemented customer follow up to uphold service standards.
  • Obtained feedback from customers to improve service experience.
  • Applied conflict management to stressed and concerned customers.
  • Manage the members enquiry inbox, to respond via, telephone or written communications.
  • Recorded information about inquiries and complaints within internal database.
  • Devised and implemented processes and procedures to streamline operations.
  • Resolved customer complex complaints following guidelines of the organisation.
  • Ensuring effective operation for FOI procedures


Customer Support Advocate

GoCardless
09.2021 - 04.2022
  • Develop and maintain excellent soft skills; active listening, questioning and rapport building with the ability to adjust communication style to meet the needs of different audiences.
  • Prioritise workload in order to service customer calls and emails as efficiently as possible, balancing quality and quantity.
  • Treat our customers fairly at all times and adhere to company's principles and Data Protection rules and requirements.
  • Learn and understand our products, processes and systems and be responsible for keeping knowledge up to date.
  • When dealing with calls and emails remain compliance whilst working in an FCA regulated environment.
  • Manage workload and work as part of a team providing support to a busy Customer Support department.
  • Handle concerns or complaints professionally by providing an explanation or resolution.
  • Provide factual information about products to help our customers make informed choices.
  • Follow company and regulatory guidelines and monitoring frameworks.
  • Meeting quarterly and yearly targets.

Key Account Specialist

Orsted
07.2020 - 07.2021
  • Data cleanse
  • Data coalition.
  • Complaints handling.
  • Manage conflicting data.
  • Assist clients with data request.
  • Managed SME and key accounts.
  • Source and populate missing data.
  • Amending data to match original terms.
  • Arrange document for refund processing
  • Checking accuracy of existing contracts.
  • Ensuring company records are up to date.
  • Made daily inbound and outbound calls to customers.
  • Process BACs notifications and directions debit recalls.
  • Navigate between SAP and company application system (Portal).
  • Responding to clients and third party queries via email and post.
  • Providing effective customer service whilst maintaining an open and honest timeline for resolution.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

Complaints Handler

Barnet Homes
London
01.2020 - 06.2020
  • Liaised with colleagues across the council, third party contractors, legal representatives and residents to resolve complaints and disputes.
  • Providing effective customer service whilst maintaining an open and honest timeline for resolution.
  • Responded promptly to general inquiries from staff and residents via mail, e-mail and telephone.
  • Respond to Councillor/MP enquires on behalf of residents.
  • Obtained and investigate information to resolve complaints.
  • Working through process and utilising a number of systems.
  • Managing and responding to a high number of complaints.
  • Organised weekly complaints reports for the department.
  • Identifying and escalating any issues to management.
  • Completing tasks in agreed timescales.
  • Doing the right thing.

Complaint Case Investigator

Big 4
Chancery Lane, London
10.2018 - 12.2018
  • Analyse alerts from fraud detection systems for potential scams or fraudulent activities.
  • Categorise cases based on risk level and urgency (e.g., unauthorised payments, phishing, identity theft).
  • Collect supporting documentation (transaction logs, account details, communications) to build cases.
  • Contact customers to verify transactions or obtain additional information regarding suspicious activity. Scoping the complaint to identify the issues and liaise the customer as required
  • Work with relevant departments (e.g., compliance, legal, IT security) to escalate complex cases.
  • Liaise with law enforcement, banks, and fraud prevention agencies for case referrals and joint investigations.
  • Provide guidance to customers affected by scams or fraud, including advice on recovery steps and preventive measures.
  • Investigated and resolved customer enquiries and complaints in an empathetic manner.
  • Maintained up-to-date knowledge of product and service changes
  • Adhered to all confidentiality requirements at all times.
  • Solved unresolved customer issues.

Customer Service Manager

Everest limited
Hertfordshire
07.2007 - 09.2018
  • Record, update and maintain customer data and interaction on the system so that an accurate customer database is available.
  • Proactively identify sales opportunities when speaking to customers and recommend suitable products and services.
  • Delivery of excellent customer service with internal and external customers to ensure that Company's Vision, Mission and Values are met.
  • Achieve the departmental KPI's including volume of calls and quality of service.
  • Resolve customer queries and complaints regarding chasing, non-delivery of timed service, non-removal and wasted journeys so customers are retained.
  • Refer relevant customer queries and complaints to the Account Coordinator so that they can be resolved to the customer's satisfaction in line with departmental procedures.
  • Establish a working relationship with the designated customers and internal or external business contacts so that interaction with customers is effective, business is increased and customers are retained.
  • Facilitated inter-departmental communication to provide effective customer support.
  • Maintained up-to-date knowledge of product and service changes.
  • Solved unresolved customer issues.

Skills

  • Putting things right while showing empathy
  • Written and verbal communication skills
  • Microsoft Outlook, Word and Excel
  • Excellent time management skills
  • Exceptional telephone etiquette
  • Regulatory Knowledge
  • AI & Co-pilot literacy
  • Analytical Thinking
  • Attention to Detail
  • Decision maker
  • Team player
  • Flexibility

Education

BSC Economics

Certification

  • Customer Service Skills (Integrity Training).
  • Data Governance and Data Management.
  • GDPR :Compliance Pathway.
  • Business administration.
  • Informatica.

Reference

Available upon request

Timeline

Senior Complaint Handler

Ampluis
02.2025 - Current

Customer Resolution & Information Manager

Wirral Council
07.2024 - 02.2025

Complaints Handler

Bradford Council
03.2022 - 02.2023

Senior Complaints Officer

Oxfordshire County Council
12.2021 - 07.2024

Customer Support Advocate

GoCardless
09.2021 - 04.2022

Key Account Specialist

Orsted
07.2020 - 07.2021

Complaints Handler

Barnet Homes
01.2020 - 06.2020

Complaint Case Investigator

Big 4
10.2018 - 12.2018

Customer Service Manager

Everest limited
07.2007 - 09.2018

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Lola Jaiyesimi