Matt Turner-Allen
Horwich,Lancashire
Summary
Pragmatic Complaints Handler skilled in liaising with dissatisfied customers to address complaints. Listens actively and provides multiple solutions to restore satisfaction and loyalty.
Focused individual motivated to deliver top-level performance in customer-centred environment. Solves problems with tactful communication and attention to detail. Exceptional research and organisational skills.
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Complaints Handler
Monzo Bank
09.2021 - Current
- Communicated with customers politely, promptly and professionally.
- Resolved complaints requiring escalation using advanced conflict management skills.
- Supported the escalation of urgent, complex or technical cases following established procedure.
- Helped to prevent further recurrence of recorded issues by recommending corrective action.
- Identified complaint trends and patterns and guide changes.
- Identified root causes of complaints through effective questioning.
- Achieved prompt and fair resolution of complaints in adherence with DISP
Complaints Handler
Eon Energy
Bolton, Lancashire
07.2018 - 09.2021
- Communicated with customers politely, promptly and professionally.
- Resolved complaints requiring escalation using advanced conflict management skills.
- Escalated urgent, complex or technical cases following established procedure.
- Helped to prevent further recurrence of recorded issues by recommending corrective action.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
Assistant Manager
Bollington Brewing Co
Bollington, Cheshire East
07.2017 - 07.2018
- Created engaging, appealing merchandise displays to motivate impulse purchases and improve revenue.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
- Trained staff on best practices to achieve optimal productivity.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.
Education
GCSEs - Maths
Bolton Community College
Bolton 01.2020 - 05.2020
GCSEs - English Dual
Bolton Community College
Bolton 01.2020 - 05.2020
GCSEs - Biology
Wigan & Leigh College
Wigan 09.2023 -
Certificate of Higher Education - International Relations
The Open University
Milton Keynes 08.2017 - 05.2022
Timeline
GCSEs - Biology
Wigan & Leigh College
09.2023 -
Complaints Handler
Monzo Bank
09.2021 - Current
GCSEs - Maths
Bolton Community College
01.2020 - 05.2020
GCSEs - English Dual
Bolton Community College
01.2020 - 05.2020
Complaints Handler
Eon Energy
07.2018 - 09.2021
Certificate of Higher Education - International Relations
The Open University
08.2017 - 05.2022
Assistant Manager
Bollington Brewing Co
07.2017 - 07.2018
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