Summary
Overview
Work History
Education
Skills
Custom
Affiliations
References
Timeline
Generic

Marcus Hewish

Sheffield,South Yorkshire

Summary

Detail-oriented legal professional with expertise in case management, legal research, and dispute resolution. Demonstrates proficiency in drafting legal documents, reviewing legal compliance, and conducting due diligence with keen attention to detail. Skilled in mediation, advocacy, and client care, complemented by strong organisational abilities and commercial awareness. Adept at analysing cases and ensuring adherence to data privacy laws while maintaining professional integrity. Proficient in Office software and Adobe tools, with a full UK driving licence to support flexible client engagement.

Diligent Paralegal with a background in dispute resolution and conducting research. Highly skilled in evidence gathering and legal document analysis. Talented in managing complex schedules, goal setting and office administration. Transferable skills which will compliment and support the Trainee Solicitor role.

Overview

17
17
years of professional experience

Work History

Paralegal/Claim handler

Liberty Global
Bradford , West Yorkshire
06.2023 - 05.2025
  • Handles consumer claims that have been escalated to the Ombudsman, managing a high volume caseload efficiently through a case management system.
  • Ensure accurate and timely recording of case details, including detailed attendance notes when required.
  • Day-to-day responsibilities involve engaging with customers, negotiating settlements where appropriate, or robustly defending claims when necessary.
  • Draft comprehensive defences to claims and utilise multiple systems to collect and analyse critical information.
  • Collaboration, working closely with team members to meet tight deadlines and provide support where needed.
  • Contributed to managing the team inbox and allocating cases effectively.
  • Liaising with various departments to ensure that the best outcomes are achieved for our key stakeholder, VMO2.
  • This fast-paced, high-volume environment demands exceptional organisational skills and the ability to prioritise effectively.
  • Additionally, supported the litigated claims team and conducted successful mediations that required thorough legal research.
  • These mediations have led to settlements that have been highly advantageous for the stakeholder, further showcasing an ability to deliver impactful results.

Resolve Support Supervisor (SME)

Virgin Media
Sheffield, South Yorkshire
07.2022 - 05.2023
  • Supervisory point of contact for In-house Resolve Customer Service Agent's.
  • Primary function was to provide support to agents and drive improvements and consistency throughout the Resolve Centre of Excellence.
  • In line with compliance and ensuring local knowledge tools are used such as Information Centre in the view of minimising agent error and remaining compliant while agents case manage the more complex call types which land in our various areas of the business.
  • Promotion of resolution and closure of complaints (CJM's) was central to the role.
  • Prompting and guiding agents through the Customer Ownership Process and ensuring agents proactively contact customers to improve efficiencies across multiple sites.
  • Communicate through a variety of methods including, telephone, live engage, through webchat and Microsoft Teams. Tailored to the customer's needs enabling each query to be ,managed effectively and thoroughly.
  • Cross-trained to support agents on multiple skill sets including service assurance, collections, customer service, mobile, bereavement and critical illness.
  • Facilitated monthly training sessions for enhanced staff performance.
  • Assisted in the recruitment process for hiring quality staff members.

Customer Service/Complaints/Retentions Executive

Virgin Media
Sheffield, South Yorkshire
02.2008 - 07.2022
  • Taking inbound calls from Virgin Media customers' surrounding a variety of reasons including simple billing enquires to complex fault queries while providing excellent customer service, recognising upsell and cross sell opportunities tailed to the customers needs.
  • Being the voice of VMO2 and dealing with customers with the intention to resolve concerns at the first point of contact in order mitigate the need for the customer having to call again relating to the same concerns.
  • Repaired broken customer journeys by liaising with stakeholders and utilising available tools.
  • Generate a strong focus on customer retentions and revenue by targeting and measuring team performance by maintaining the customer experience and maximizing company growth.
  • Handled inbound contacts from customers, identifies the customers requirement's and provides appropriate solutions, escalating as appropriate.
  • Included general customer queries, faults, complaints, retention etc.
  • Took ownership through to resolution.
  • Made outbound contacts to customers who are identified as being at a high-risk of leaving.
  • Recognised and capitalised on any business growth opportunities (i.e. upsell and cross-sell).
  • Reinforced the value of VMO2 products and services.
  • Maintained accurate records of each customer contact by updating appropriate systems in accordance with regulatory and legal frameworks including GDPR.
  • Developed and mentored new members to VMO2, offering additional coaching, support and guidance.
  • Ensured customer complaints are resolved promptly to the customer satisfaction and in accordance with regulatory and legal requirements.

Education

Legal Practice Course -

University of Law
09.2022 -

Law LLB -

The Open University
10.2019 - 06.2022

A Levels - English Literature, Psychology, Sociology

King Edward VII Sixth Form

GCSEs - Maths, English Language, English Literature, Dual Science

King Edward VII School

Skills

  • Full UK Driving Licence
  • Excellent research skills
  • Legal documentation review
  • Excellent organisation skills
  • Proficient in Office software
  • Proficient in Adobe
  • Excellent problem-solving skills
  • Keen attention to detail
  • Solicitors accounts
  • Mediation
  • Advocacy proficiency
  • Data privacy laws
  • Legal compliance understanding
  • Legal research expertise
  • Case analysis
  • Professional integrity
  • Case Management
  • Legal research
  • Commercial Awareness
  • Client interviews
  • Equity and trusts
  • Dispute Resolution
  • Civil litigation
  • Data Entry
  • Due diligence
  • Legal document drafting
  • Excellent client care
  • Collaborative teamwork
  • Team player

Custom

Available on request

Affiliations

  • swimming
  • reading fiction and non fiction
  • hiking

References

References available upon request.

Timeline

Paralegal/Claim handler

Liberty Global
06.2023 - 05.2025

Legal Practice Course -

University of Law
09.2022 -

Resolve Support Supervisor (SME)

Virgin Media
07.2022 - 05.2023

Law LLB -

The Open University
10.2019 - 06.2022

Customer Service/Complaints/Retentions Executive

Virgin Media
02.2008 - 07.2022

A Levels - English Literature, Psychology, Sociology

King Edward VII Sixth Form

GCSEs - Maths, English Language, English Literature, Dual Science

King Edward VII School

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Marcus Hewish