David Fairclough

Experience

• 

  British Gas

  Mar 2011 - Dec 2011

  Energy Investigations Handler

  Investigating imbalance in industry and customer payments Correcting energy imbalance caused by incorrect readings taken by customers and the industryTraining and coaching peers with efficient processesLiaising with industry partners and customers

• 

  FAIRCLOUGH SETTLEMENT SOLUTIONS LIMITED

  Feb 2012 - Oct 2014

  Project Manager

  Creation of efficient processes to allow the operation to follow guidanceInvestigating imbalance in industry and customer paymentsLiaising with industry partners and customers to achieve targets setImplemented a new style of investigation that allowed a £1m balance sheet improvement

• 

  Lloyds Banking Group

  Jan 2015 - Jul 2015

  Complaints Handler

  Correct outcome for customers in a target driven environmentAnalysing financial accounts to assist customers with their needsResponsible for coaching and training peersFirst point of contact for all complaints including PPIThe highest customer based and internal based quality scoresLiaising with other stakeholders to resolve issues and drive required changesCarrying out remedial actions and calculations (redress)Communicating with the customer to negotiate and agree an outcomeEnsure that follow up requests/communications are handled efficiently Show less

• 

  Fairclough Settlement Solutions Ltd (On behalf of Big 4)

  Oct 2015 - Dec 2020

  Case Handler

  Achievements as a case handler are consistently high productivity levels of 120% and high quality scores of 95%-100%. This has led to being directly involved with coaching and training peers and using my own best practices to progress the operation. Responsible for statistical analysisIntroduced a Quality Control function to improve the team’s quality and productionChosen to pilot and test new processes for the bank and achieved high level of successRecognised by the operation to perform high profile tasks to improve operational efficienciesPriority file management to arrest breach position given by the bankEstablishing a fair outcome for a positive customer experienceClosing cases within FCA/FOS standards to pass strict quality checksCarrying out remedial actions and calculations (redress) Show less

• 

  Renovation Solutions Scotland

  Dec 2020 - now

  Project Manager

  Project Lead for all renovations across Scotland