Summary
Overview
Work history
Education
Skills
References
Timeline
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Michael O'Brien

Lydiate,Merseyside

Summary

I am a highly motivated Complaints Team Manager with strong experience in team management within a fast paced, regulated environment. I am a driven leader with a can do attitude and a real passion for improving performance through coaching.

Overview

15
15
years of professional experience
7
7
years of post-secondary education

Work history

Escalated Complaints Team Manager

Barclays UK
Liverpool
11.2017 - 08.2025
  • Leading, motivating and coaching a team of 9-12 case handlers who provide final responses to complex escalated complaints covering Credit Card Collections, PSR, Insurance and General Banking/Servicing cases.
  • Empowering my team to effectively own and communicate the business' final decision to customers in relation to their complaint, prior to referral to the Financial Ombudsman service.
  • Continuous performance management to support my team in reaching the right outcome, in the right way, every time whilst delivering a great customer experience.
  • Management of complex HR cases working closely with senior stakeholders up to Director level.
  • Responsible for reporting performance MI for my area (internal Quality Assurance, Financial Ombudsman overturns, case closures and flow into my area) reporting directly to the Senior Operations Leader on a weekly basis.
  • Attendance to a weekly call as our complaint and product expert to discuss impact assessments of business changes with the aim of reducing complaints and the impact to my teams.
  • Working closely with Operations Managers of frontline and earlier stage complaint teams to reduce flow of complaints into my area using Root Cause Analysis, effective feedback loops and collaboration across teams. This work resulted in a 43% reduction in complaints escalated to my team within a 6-month period.
  • Reward and Recognition lead for my site to improve employee engagement.

First Response Unit Team Manager

Carpenters Solicitors
Liverpool
07.2016 - 11.2017
  • Project lead on a new recruitment and assessment centre process for Contact Centre advisors. Liaising with senior stakeholders including the Director of HR, Head of Insurance and the recruitment team to revamp and implement a more appropriate assessment centre structure with a key focus on reducing attrition.
  • Achieved accreditation and individual membership to the Institute of Customer Services.
  • Leading, motivating and coaching a team of 10-15 first response advisors to deliver a great customer experience and achieve KPI's, driving quality, personal injury conversion and adherence, supporting business wide aims.

Contact Centre Team Leader

QVC
Liverpool
09.2014 - 07.2016
  • Managing a team of 18-25 customer service and order line advisors (some remote workers) to deliver a great customer experience and exceed business KPI's through coaching.
  • Arranging and conducting Disciplinary, Capability and Grievance meetings where appropriate in line with company policy.
  • Regular involvement with recruitment events and assessment centres.
  • Being a trailblazer for Upsell Incentive driven programmes within our contact centre which added to an additional 3 Million pound of sales (2015).
  • Being an advocate of continuous improvement, focusing on building collaborative relationships across the different contact centre departments with key involvement from Operations and Senior Operations Leaders.
  • Successful completion of an internal Leadership Development Programme.

Training – Learning and Development Assistant

QVC
Liverpool
05.2014 - 09.2014
  • Delivering initial training to new starters ensuring all learning styles were catered for.
  • Completing coaching sessions, assessing support needs and following up with all necessary documentation and correspondence as required.
  • Arranging for system set ups within strict timeframes.
  • Managing attendance, punctuality and behavioural issues.

Customer Care & Order line Agent

QVC
Liverpool
09.2010 - 05.2014
  • Consistently exceeding targets and excelling in yearly performance reviews.
  • Delivering a great customer experience in a front line telephony service whilst exceeding against KPI's such as AHT, quality and adherence.

Education

Higher National Diploma - Sports Science

Edge Hill University
Ormskirk, Lancashire
09.2011 - 06.2015

BTEC - Sports Development, Coaching and Fitness

Knowsley Community College
Huyton, Knowsley
09.2009 - 06.2011

3 AS Level's - Grades A-C

King George V College
Southport, Sefton
09.2008 - 06.2009

8 GCSEs - Grades A-C, including Maths, English & Science

Brookfield High School
Kirkby, Knowsley
09.2007 - 06.2008

Skills

  • Complex complaint management in numerous areas of banking
  • Knowledge and application of regulatory requirements in complaints and vulnerability
  • People & Stakeholder management
  • Coaching and mentoring
  • Performance management
  • Organisational skills
  • Effective decision making
  • Excellent communication and presentation skills
  • Conflict resolution
  • Production and Presentation of Reports
  • Process improvement

References

References are available upon request.

Timeline

Escalated Complaints Team Manager

Barclays UK
11.2017 - 08.2025

First Response Unit Team Manager

Carpenters Solicitors
07.2016 - 11.2017

Contact Centre Team Leader

QVC
09.2014 - 07.2016

Training – Learning and Development Assistant

QVC
05.2014 - 09.2014

Higher National Diploma - Sports Science

Edge Hill University
09.2011 - 06.2015

Customer Care & Order line Agent

QVC
09.2010 - 05.2014

BTEC - Sports Development, Coaching and Fitness

Knowsley Community College
09.2009 - 06.2011

3 AS Level's - Grades A-C

King George V College
09.2008 - 06.2009

8 GCSEs - Grades A-C, including Maths, English & Science

Brookfield High School
09.2007 - 06.2008

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