Rachel Williams

Experience

• 

  Santander UK

  Jan 2010 - Jan 2012

  Senior Customer Service Representative

  My role included serving customers, complaint handling, product referrals, staff training, branch management and compliance checks.

• 

  Financial Ombudsman Service

  Jan 2012 - Jan 2019

  Investigator

  I worked at the Financial Ombudsman Service in various roles including Complaint Investigator, Technical Advisor and Consumer Consultant. My various roles included getting to the heart of consumer complaints, writing persuasive arguments and advising financial institutions on best practice. Here is where I really learnt how to produce technical writing at a high standard as complaint responses needed to explain complex tasks into 'plain English.'

• 

  The Experience Corporation

  Jan 2019 - now

  Founder & Training Consultant

  As the Founder of The Experience Corporation I help corporate organisations upskill their workforce through online training. Courses include: - The Excellent Concierge Masterclass - The Time Management Roadmap- Complaint Handling 101We can also create a bespoke training course to be rolled out across teams covering one or all of the following topics: - Time management - Positive Thinking - Professional Communication - Complaint Handling - Email Writing - Organisation- Customer Service - Customer Experience I also create bespoke resources for large organisations including operations manuals, training resources and eBooks. Clients include NHS Wales and The Atlas Building. Show less