Yvonne Philip

• Led diligent complaint investigations using excellent problem-solving skills, efficiently managing 15-20 complex cases simultaneously.
• Managed high-volume queries at pace through effective multi-tasking, achieving quick wins for 50% of cases.
• Analysed individual cases to identify key issues, assess urgency and swiftly determine appropriate actions.
• Compiled detailed written responses using skillful communication while applying tact and diplomacy when delivering difficult responses.
• De-escalated challenging behaviour confidently, using effective conflict resolution techniques. This achieved compromise for both parties.
• Exhibited exceptional attention to detail documenting findings from investigations whilst remaining impartial when seeking resolution.
• Collaborated with fellow officers sharing knowledge and expertise; encouraged teamwork and improved practices.

Notable Achievements

• Identified root cause of repeating complaints concerning residents of particular tower blocks. Presented findings resulted in citywide project to replace aging pipework.

• Developed enhanced training material to improve first and second response complaints handling. Empowered staff reducing handoffs by 30% and improving productivity.
• Delivered tailored complaints handling training for new advisor onboarding programmes. Promoted inclusive learning for over 600 staff during time in post.
• Collaborated Adult Social Care first response migration into contact centre, completing extensive training of Adult Social Care processes and procedures.
• Created detailed reports displaying effectiveness of complaints management training strategies, contributing to continuous improvement measures.

Notable Achievements

• Successful migration of Adult Social Care 1st response from ring-fenced local team into contact centre operations. Improved first time resolution by 50% in 12 months.
• Improved quality of complaints training using tailored service experience, reducing premature handoffs by 20%.

• Developed high-performing complaints team aiding resolution of approximately 800 cases per month within 20 working day service level agreement.
• Adopted proportionate approach determining complaint outcomes, ensuring fairness and consistency in decision-making.
• Worked closely with internal Ombudsman team and LGSCO ensuring full compliance with directives, effectively mitigating legal risks.
• Led cross functional working groups addressing process bottlenecks increasing response times by 20%.
• Developed working procedures detailing processes involved handling complaints from receipt to resolution.
• Facilitated weekly meetings to discuss ongoing issues and find solutions, fostering teamwork.

Notable Achievements

• Demonstrated exceptional resilience during periods of industrial action, effectively handling 66% surge in complaints while maintaining high standards of service and professionalism.