Caroline Howles

Leading the customer service function, responsible for cultivating a customer-centric culture that ensures every interaction provides meaningful value to customers while aligning with the business's strategic objectives. Driving operational efficiency by enhancing service delivery and leveraging customer feedback to generate actionable insights that inform customer service strategies. Key responsibilities include: • Upholding and continually improving high service quality standards across all customer interactions. • Proactively overseeing and refining the operational function of Independent Network, VEKA's premium membership scheme, ensuring its effectiveness and growth. • Converting customer feedback into insights that drive continuous improvement, ensuring that the service offering evolves to meet customer needs and expectations. • Collaborating with cross-functional teams to align customer service initiatives with broader business goals, contributing to long-term success.

Responsible for the proactive research, planning, development and delivery of VEKA’s Installer Support offering, I work collaboratively with other departments and external agencies to strengthen relationships, ensuring continuation of valued services.

Ensuring the ongoing development and delivery of robust business solutions to our members through collaboration with Affiliate partners, Marketing agencies, Training providers and IT support services.

Managing a team of technical claims handlers, responsible for the successful negotiation and settlement of escalated and complex on-hire motor claims in line with the ABI GTA and various agreed insurer protocols.

Negotiating with defendant insurers to ensure successful settlement of a caseload of c.80+ on hire motor claims.

Leading the telephony team throughout a year-long mediation project on behalf of a leading UK bank.

Managing a caseload of 70+ motor claims from first notification of loss and throughout the on-hire period, negotiating with multiple parties to ensure successful settlement.

Managing a caseload of 70+ motor claims from first notification of loss and throughout the on-hire period, negotiating with multiple parties to ensure successful settlement.

Responsible for a team of claims handlers managing credit hire claims from inception, ensuring successful negotiation of liability and associated costs.

Managing a caseload of 70 – 80 ongoing motor claims from inception, negotiating with third party insurers to ensure successful settlement.