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chris minshull

@chrisminshull

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Experienced complaints specialist skilled in resolving complex customer disputes.

United Kingdom

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What I'm looking for

I'm seeking a senior complaints or customer-experience role where I can resolve complex disputes, streamline processes, mentor colleagues, and influence policy in a collaborative, data-driven organisation that values regulatory compliance and measurable improvement.

I am a complaints specialist with over ten years' experience handling complex, high-priority customer disputes across telecoms and customer service environments. I focus on resolving cases where processes or policies have failed, ensuring fair and compliant outcomes.

Most recently I served as a Complaints Executive, reporting trends and resolutions to senior leadership while negotiating cross-departmental outcomes and compensation.

I combine investigative analysis and data-driven insight to identify root causes and propose process and policy improvements. My work has increased operational efficiency and improved the client experience through clearer workflows and escalation controls.

I enjoy training colleagues, collaborating with stakeholders, and joining a customer-focused organisation where I can continue to drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Complaints Executive

Foodhub

Jun 2024 - Aug 2025 (1 year 2 months)

Served as primary point of contact for client complaints, resolving disputes by liaising across departments and reporting trends and resolutions to senior leadership. Reviewed ineffective processes and proposed improvements to streamline operations and enhance client experience.

Escalation Management Process Improvement Data Analysis Case Management Reporting

Customer Relations Specialist

Vodafone

Jul 2017 - Aug 2024 (7 years 1 month)

Managed highest-level escalated home broadband complaints, investigated root causes and managed accounts to resolution while negotiating compliant compensation. Trained new staff and ensured timely, regulatory-compliant outcomes to maintain customer trust.

Root Cause Analysis Negotiation Training Regulatory Compliance Case Management Customer Experience Stakeholder Management

Customer Critical Care

Webhelp

Aug 2023 - Jun 2024 (10 months)

Case-managed inbound and outbound Vodafone complaints, liaising with third parties and internal teams to resolve home broadband issues and guide customers through delays and faults. Consistently achieved high quality scores on calls, investigations, and written communications.

Case Management Third Party Liaison Stakeholder Management Remote Customer Service Investigation Reporting

Complaints Handler

Aug 2014 - Apr 2017 (2 years 8 months)

Investigated root causes of customer complaints, managed inbound escalations and outbound case work, and liaised with third-party providers to keep customers informed. Used data analysis to suggest preventive and corrective actions to reduce recurrence.

Root Cause Analysis Outbound Calling Third Party Liaison Data Analysis Case Management