martin hunt

* Personally supervising a portfolio of over 50 customers throughout the entire order process. * Creating a system, whereby Case Managers can easily catalog their customers as well as their progression through the order process, that was implemented as a standard across the department. * Handling compensation claims and promoting quality and cost-effective outcomes to escalated queries.

* Handling escalated manager calls and customers complaints alongside providing assistance to front line staff members. * Consistently achieving top results in targeted KPI’s with clear dispute resolutions, cost-effective compensation outcomes, and customer satisfaction. * Performing at a consistently high level and being offered the opportunity to progress to a Case Manager as a result.

* Responding to inbound correspondence and taking inbound telephone calls from customers, solicitors, and the Court. * Successfully designing and implementing a new system for documenting all third-party companies we liaised with. * Creating several standardized letter templates for use by Case Managers to ensure consistent/uniform responses and quicker response time to customers. * Checking other Case Managers correspondence to ensure it remains compliant within the SRA and FCA guidelines as well as ensuring all correspondence adheres to the Dare Protection Act.