James Ball

Experience

• 

  HSBC

  Mar 2004 - Oct 2013

  Manager within the Credit Card Centre of Excellence responsible for timely and efficient handling of customer complaints, ensuring delivery of superior customer service and adherence to all FCA and regulatory requirements. Analysed root causes for trends, identifying opportunities for developing processes and improving customer experience, leading to a reduction in overall complaint volumes. Played an instrumental role in the creation and development of the PPI & regulatory complaints function, including recruiting, implementation of complaint handling processes and procedures, capacity planning and ensuring all aspects of the FCA policy statement on PPI and all other regulatory requirements were adhered to. Show less

  • Complaints Manager

    Sept 2010 - Oct 2013

  • Team Leader

    Jun 2009 - Sept 2010

  • Senior Complaint Handler

    Jun 2007 - Jun 2009

  • Complaint Handler

    Jul 2006 - Jun 2007

  • Customer Service Advisor

    Mar 2004 - Jul 2006
• 

  Barclays

  Aug 2014 - Nov 2014

  FOS Case Manager

  Responsible for in-depth and complete investigation of customer Payment Protection Insurance (PPI) mis-selling complaints referred to the Financial Ombudsman Service (FOS). Case preparation conducted involving a full holistic review of the complaint ensuring all avenues of potential mis-selling are explored. Fully adhering to bank complaint handling procedures and FCA issued rules and guidance. Ensuring compliance with Treating Customers Fairly guidelines. Liaising with various parties to gather all relevant facts before making a decision on the outcome of the complaint and preparing high quality written response to the FOS with full evidence supporting decision. Show less

• 

  Staples Advantage Europe

  Aug 2015 - Dec 2015

  Customer Service Executive
• 

  Virgin Media O2 Business

  Dec 2015 - now

  • Bill to Pay Manager (Billing & Collections)

    Jul 2021 - now

  • Desk-based Bill to Pay Manager

    Oct 2019 - Jul 2021

  • Credit Controller

    Dec 2015 - Sept 2019
• 

  Interserve

  Dec 2018 - Apr 2019

  Business Credit Controller