Summary
Overview
Work history
Education
Skills
Timeline
Generic

Rachel Van Der Waal

Summary

Adaptable professional with expertise in dispute resolution, quality checking, and problem solving. Demonstrates exceptional analytical abilities and attention to detail, ensuring thorough investigations and maintaining high quality standards. Strong communication, organisation, and time management skills contribute to consistently exceeding targets. Committed to continuous improvement and achieving excellence in all tasks undertaken.

Overview

10
10
years of professional experience

Work history

Complaint Handler (Perm)

ManyPets
11.2024 - Current
  • Investigating Level 2 pet insurance insurance claim complaints, including complex and CEO complaints.

Complaint Handler (Contractor)

Gallagher Bassett
Remote
04.2024 - 03.2025
  • Investigating Level 2 motor and home insurance claim complaints.

Investigator (Contractor)

Financial Ombudsman Service
Remote
05.2022 - 04.2024
  • Investigated and resolved property, motor and pet insurance claim disputes.
  • Reviewed and analysed large amounts of evidence and information.
  • Made fair and balanced decisions and explained my reasoning through a clear and structured written or verbal response.
  • Recognised vulnerable consumers and communicated with empathy.

Complaint Handler (Contractor)

Vanquis Bank
Remote
02.2022 - 05.2022
  • Investigated Credit Card and Loan complaints.

Business Rates Officer (Contractor)

Westminster City Council
Remote
06.2021 - 02.2022
  • Maintained business rates records.

Executive Complaint Handler / QC (Contractor)

The Very Group
Liverpool
01.2020 - 03.2021
  • Investigated and resolved Level 2 credit account complaints.
  • Conducted end to end quality checking for Level 1 complaints following a set framework and structure, ensuring a safe outcome had been reached.


Case Handler (Contractor)

Lloyds Banking Group
Chester
07.2017 - 01.2020
  • Taking ownership of DSAR cases from triage through to completion.

Complaint Handler (Contractor)

Clydesdale & Yorkshire Banking Group
London
06.2016 - 06.2017
  • Competent in work streams including Triage and Investigations / Review; BAU and Remediation for products including Loans, Credit Cards and Mortgages.
  • Selected to form part of a new complex / breach cases team on the investigations work stream which involved dealing with highly complex cases that had, or were about to breach.

Complaint Handler / OT (Contractor)

Lloyds Banking Group
Chester
01.2015 - 04.2016
  • Competent in several processes including BAU Review, Remediation and Redress for HBOS and Lloyds products including Loans and Credit Cards.
  • Performing outcome testing across several areas including BAU, Remediation and Redress for HBOS and Lloyds products including Loans and Credit Cards and providing face to face feedback to complaint handlers.

Education

GNVQ Foundation & Intermediate -

Yale College
2002

GCSE -

Abbey Gate College
2000

Skills

  • Dispute Resolution
  • Quality Checking
  • Problem Solving
  • Investigation
  • Analytical
  • Attention to Detail
  • Communication
  • Organisation
  • Time Management
  • Exceeding Targets
  • Maintaining High Quality

Timeline

Complaint Handler (Perm)

ManyPets
11.2024 - Current

Complaint Handler (Contractor)

Gallagher Bassett
04.2024 - 03.2025

Investigator (Contractor)

Financial Ombudsman Service
05.2022 - 04.2024

Complaint Handler (Contractor)

Vanquis Bank
02.2022 - 05.2022

Business Rates Officer (Contractor)

Westminster City Council
06.2021 - 02.2022

Executive Complaint Handler / QC (Contractor)

The Very Group
01.2020 - 03.2021

Case Handler (Contractor)

Lloyds Banking Group
07.2017 - 01.2020

Complaint Handler (Contractor)

Clydesdale & Yorkshire Banking Group
06.2016 - 06.2017

Complaint Handler / OT (Contractor)

Lloyds Banking Group
01.2015 - 04.2016

GNVQ Foundation & Intermediate -

Yale College

GCSE -

Abbey Gate College

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Rachel Van Der Waal