Deep Enrich
Nicole Jagger
Complaint Manager
122 followers
Bradford, England, United Kingdom
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About me
Business Support Manager at BRADFORD METROPOLITAN DISTRICT COUNCIL
Education
Bradford College
-
Experience
Aviva
Jan 2003 - Jan 2010Complaint Manager
Cynet healthcare
Sept 2009 - Jun 2012Medical Secretary
Yorkshire Building Society Group
Jun 2012 - nowLeading a large team of colleagues to investigate and resolve business complaints. Dealing with Financial Ombudsman Referrals, Data Subject Access requests, Unacceptable Customer Behaviour referrals and supporting colleague and the business when dealing with Vulnerable Customer Treatment. Responsibilities include engaging with stakeholders to build culture of effective and efficient first touch resolution, liaising with the Financial Ombudsman Service to reduce the number of referrals and upheld cases against the society for unfair outcomes. Through coaching and development, improving risk assurance scores within the team and the department, whilst managing workflow and ensuring an fluid customer journey to resolution of complaint. Show less
Team Manager
Jun 2012 - nowCustomer Relations Manager
Jun 2012 - now
BRADFORD METROPOLITAN DISTRICT COUNCIL
Sept 2019 - nowBusiness Support Manager
Licenses & Certifications
Lean Six Sigma Yellow Belt (ICYB)
Yorkshire Building Society GroupJun 2018
Volunteer Experience
Fundraiser
Issued by End Youth HomelessnessAssociated with Nicole JaggerFundraiser
Issued by INN CHURCHESAssociated with Nicole JaggerFundraiser
Issued by OxfamAssociated with Nicole Jagger
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