Nicholas Williams

Worked as a third-party representative for BMW Financial Services and Alphera Financial Services within the End of Contract department.

Handled inbound customer enquiries relating to vehicle finance agreements reaching the end of their term, ensuring a professional and customer-focused service at all times.

Discussed end-of-contract options with customers, including contract completion, settlement figures, and alternative options available to them.

Provided accurate settlement quotes and financial information, clearly explaining each option to help customers make informed decisions.

Adhered to strict compliance, data protection, and financial conduct regulations while managing sensitive customer and financial information

I worked as a Customer Service Advisor supporting government State Pension services, handling a high volume of inbound calls from members of the public.

My role involved answering general enquiries about State Pension payments, eligibility, and payment amounts. I regularly explained why customers received specific amounts and arranged for full earnings history reports to be issued when requested.

Due to good performance, I was moved to the State Pension New Claims department, where I supported customers who were within one year of State Pension age.

In this role, I guided customers through the pension application process, confirmed required information, and provided updates on the progress of their claims, ensuring clear and reassuring communication throughout.

Worked as a third-party customer service advisor for JD Sports, providing support across a range of customer enquiries.

Handled queries relating to delayed orders, deliveries, and general product or account questions in a professional and customer-focused manner.

Processed return requests, refunds, and exchanges, ensuring customers were kept informed throughout the process.

Managed complaints and escalations, resolving issues efficiently while maintaining a positive customer experience and adhering to company policies and procedures.

Maintained accurate records of customer interactions and consistently met performance and service standards.

Worked as an inbound sales advisor, responding to online callback requests from customers enquiring about potential mis-sold PPI claims prior to the industry deadline.

Spoke with customers to gather relevant information, assess eligibility, and explain the claims process clearly and professionally.

Following the closure of PPI claims, transitioned to handling enquiries relating to mis-sold insurance and mortgage claims, adapting quickly to new products and regulations.

Maintained a strong customer-focused approach while handling sensitive financial information and meeting compliance and quality standards.

Worked in an outbound contact centre as a representative for EDF Energy, contacting existing customers to discuss and promote the benefits of smart meter installation.

Operated in a fast-paced, target-driven environment, consistently meeting or exceeding sales and performance targets.

Delivered a high level of customer service by answering general enquiries, addressing concerns, and referring customers to the appropriate departments when required.

Strictly followed company policies and data protection guidelines to ensure customer confidentiality and data security were maintained at all times.

Used strong communication and customer service skills to support customers experiencing technical issues, ensuring a calm, clear, and professional approach.

Provided remote technical support to assist with the setup and troubleshooting of hardware, including resolving connection issues, initial router setup, and password resets.

Used diagnostic tools to identify and resolve technical problems, and arranged on-site engineer support when issues could not be resolved remotely.

Managed and resolved customer queries through an online ticketing system, responding promptly and professionally while keeping customers informed.

Acted as the dedicated case handler for customer complaints, serving as the primary point of contact and ensuring a consistent and professional experience.

Used strong customer service skills, measured through customer satisfaction surveys, to manage complaints, discuss next steps, and make sure customers felt heard and supported.

Logged and tracked complaints using complex IT systems, coordinating with multiple parties involved in the resolution process.

Resolved issues in line with company policy, including offering financial compensation, replacements, or repairs, ensuring satisfaction for all parties.