Neal Wells

Experience

• 

  EE

  Jun 2006 - May 2012

  Assistant Manager

  Managing staff performance with one to one and capability issues when they arise, setting and discussing targets as an individual or as a team and also ensuring rota and holidays covers requirements for the stores needs daily.Completing audit trials and keeping to company compliance requirements, Reporting any stock losses or gains to my area and regional manager, Filing relevant paperwork for the stores compliance officer,Daily and weekly staff reviews and/or briefs updating staff on information regarding progress of store and individual targets and reviewing previously sets objectives and discussing relevant training needs and requirements with staff and a single or whole,Attending monthly and bi monthly conference calls and meeting with area managers and store managers and feeding back to the store and staff the outcomes of this,Attending training sessions to feed back to the store with new products and or servicesBeing the store 'guru' providing store with knowledge for customers and staff on products and services Show less

• 

  Totemic

  Jun 2012 - Jun 2014

  I now managed a team who deal with the section and SAR request process of PPi claims. My team work on a target based system and we work post from the lenders proving us with the proof and/or information required to proceed to a complaints stage. We work on about 150 items of post a week and approximately 1500-1800 claims based on excel sheets moving them through to the next stage of the investigation. My reports involved Work In Progress and feedback to my managers explaining where we are and what is left and objectives to complete the task/s. I was previously Team Leader for the inbound department. We were dealing with all calls from Payplan and general calls from clients. Typical we handle upto 600 calls a day with team of 11 and 1 part timer. I produced reports for calls taken, abandoned, voicemails left and time agents spent on the phone to feedback areas of improvement to management and seniors. Feedback was also provided to agents on a one2one basis from call listening, side by side listening and live monitoring of calls. Explaining where improvements can or should be made. My role also meant me having to deal with complaints, issues and other departments providing them with updates where required or dealing with customer that may be unhappy with our services and Treating Customers Fairly (Customer Service)I spent time with staff training and sharing experience from other areas to ensure staff were competent on the phone and giving out correct accurate information. Show less I am currently working at Stake Your Claim, a Claims Management Company for miss-sold PPi.As a Claims Investigator, I am required to process claims using Excel documents and use this to process responses from creditors, completing the outcomes of any claims and updating files where applicable.I am also required to investigate outcomes to liaise with other departments for an outcome mainly Initial complaints.I use this information to produce reports and statistics based on my findings and report these to my Team Leader.Typically we are working on 150-220 claims per day. We have a target of up to 200 per day, depending on creditor/s.With Initial Complaints I follow up with creditor/s and status of a PPi claim/s using information from Claims team, if there is a refund due we will discuss this with the client and pass this over to our settlements and payments team to discuss our fees owed and to make arrangements to settlements debt/s that may be involved in a Debt Management Plan (DMP) or an Individual Voluntary Arrangement (IVA). If the claim is a no then we advise client of this and pass this over to the rejections team to process any final chances proof of PPi misselling and as a last resort pass this over to FOS (Financial Ombudsman Service) for them to investigate further.In some cases we require more details therefore we are required to contact client/creditor and discuss this, examples include incorrect reference details, debts sold from liquidised companies such as Mint and Egg and information such as employment/health/personal details that could affect the outcome of any claims made.All of this is produced in reports from Excel and produced to client file and Team Leader. Show less Booking and completing reviews of clients income and expenditure as per creditors requirements and maximising the clients payment/s to us,Discussing with client their needs and ensuring that we offer them relevant products and services such as life cover, and maximising their income and surplus therefore generating, profit for the companyAssessing clients to find other ways for the client to become debt free quicker, such as IVA, Trust Deeds and bankruptcy Contacting clients when clients payments are overdue and ort missing and ensuring they are getting back on track to their Debt Management plans by offering help advice and assistance where necessary,Managing my case load with my Case Officer ensuring set tasks are completed in a timely manner and objectives with clients are kept,Liaising with creditors and ensuring plans and offers are in place,Updating client and creditors with information dependent on situation/s Eg. New I&E, Loss of job, settlement offers etc,Dealing with Legal Paperwork where necessary and forwarding to client and or relevant departments. Show less

  • Team Leader - PPi Investigations

    Dec 2013 - Jun 2014

  • Claims / Initial Complaints Investigator

    Sept 2013 - Dec 2013

  • Personal Finance Manager

    Jun 2012 - Oct 2013
• 

  Vodafone

  Jun 2014 - Aug 2015

  I work in the Inbound department where I take calls from other agents and directly from customers of Vodafone and its partners and dealers. We collect monies owed on accounts for business and corporate customers. I set up arrangement for payments and payment plans as well as reconnect disconnected accounts once debts are paid. Other work includes working on accounts where a approval is require to send to debt collection agencies once we have done chasing for payments and resulting in no successful results. Recently I have also been working corporate accounts calling them directly for updates and seeking information on missing payments, updating payment details, agreeing to payment plans and/or referring this to debt collections. My future work will involve credit alerts whereby I will be in contact with customers advising them of additional usage on accounts and looking for signs of suspicious activity and/or fraud and escalating this accordingly. As well as the above I also deal with day to day housekeeping on on accounts for example direct debits, PDQ payments, BACS and CHAPS payments and requesting refunds, proof of payments and also general enquiries on accounts. Show less

  • Team Leader

    Jan 2015 - Aug 2015

  • Collections and Repayments

    Jun 2014 - Jan 2015
• 

  Anglian Water Services

  Aug 2015 - Aug 2016

  Customer Service Representative

  Working in customer care my role mean I look after the customer experience which includes explaining bills, payments and refunds, appointments for jobs such as meter fittings and explaining usage of water right through to educating the customer on how save water and money. I also discuss options to install meters, payment arrangement sort out any debt on account and make arrangements for balances owed as well as general enquiries and liaising with neighbouring water companies such as Essex and Suffolk.Recently I've been looking into field work, I've helped out in metering technician and water catchment quality (trade effluent) to gain understanding of these areas of the business and to teach myself about roles other engineers and scientist do beyond the call centre. I found this very interesting and certainly an eye opener for myself providing more of insight into Anglian water and also water industry and the requirements of roles we play in community and environment. I've also been working along side education and events team attending venues at various arenas and schools providing information to public about sewers and water network and what not to put down sewers the impact and importance of the sewerage how the water network works and assisting with water tower event in Lincoln and also attending schools with educational materials for children about water and sewerage networks explaining how water from sky ends up in your tap and how water is recycled and managed back into the water network. I have also been volunteering time to help at WaterAid events for fundraising events helping raise money and awareness of WaterAid and it's causes. Show less

• 

  Anglian Water Business

  Dec 2016 - Aug 2017

  Operations Executive

  Currrntly working under Anglian Water Business I work closely with wholesaler Anglian Water Wholesale dealing with customer (business) issues from anything ranging from meter exchanges to leaks, leakage allowance, operational issues and incidents and up to trade effluent inquiries and consents. Anglian Water business will be entering open water market and this opportunity for growth so my role will be extended after April. Currently I'm responsible for managing wholesale relationships and customer expectations. Show less

• 

  Anglian Water Services

  Aug 2017 - now

  Working with the Wholesaler, collecting regulatory samples from all Anglian Water Assets (Water Towers, Treatment centres, Reservoirs) and also customer house. This role requires me to managed my time and day effectively and ensure that i complete my work within a set timescale to ensure they are collect and sent off to the Laboratories. As well as my day time job I have also been doing some additional work collecting information for DWi (Drinking Water Inspectorate) with regards to Anglian Waters assets for chlorine and turbidity monitors.This involves me planning my own work, meeting works and process technicians on sites around the region. Whilst onsite collecting information regarding locations of monitors and running tests to see how accurate monitors are, then feeding this back to laboratory and scientist. Show less

  • Process Technician

    Aug 2019 - now

  • Clean Water Sampler

    Aug 2017 - Aug 2019