Open to opportunities

Houston McDowall

@houstonmcdowall

I resolve complex executive-level customer complaints and improve outcomes through stakeholder collaboration, coaching, and operational oversight.

United Kingdom

Message

What I'm looking for

I'm looking for a customer operations or complaints role where I can resolve complex escalations, improve customer outcomes, coach colleagues, and work closely with stakeholders to deliver high service standards.

I'm currently resolving high-level installation complaints at B&Q, including cases escalated to Senior Leadership and CEO level. I work with senior stakeholders, finance partners, and Ombudsman services to investigate issues, report progress within SLAs, and make compensation offers aligned with Furniture and Home Improvement Ombudsman guidance.

At Gigaclear, I progressed from Customer Operations Advisor to Customer Operations Executive Officer, managing complex escalations and improving customer outcomes with Operations and Project Managers. I also coached colleagues on interaction handling, acted as an escalation point for difficult cases, and oversaw weekend operations to support SLA adherence.

My background also includes shift supervision and customer service in hospitality, alongside touring children’s theatre. I bring clear communication, calm problem solving, team support, and adaptability in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Installation Executive Complaints Advisor

Current

B&Q

Aug 2026 - Present (2 months)

Managing and resolving high-level customer complaints escalated to Senior Leadership Team and CEO level. Collaborating with senior stakeholders to investigate and remedy high priority complaints while working to SLAs.

Customer Complaint Resolution Executive Escalation Management Stakeholder Communication SLA Management Ombudsman Compensation Offers

Customer Operations Executive Officer

Gigaclear

Nov 2023 - Jul 2026 (2 years 8 months)

Managed and resolved high-level customer complaints escalated to Senior Leadership Team and CEO level. Collaborated with Operations and Project Managers to drive effective resolutions and improve customer outcomes.

Customer Complaint Resolution Executive Escalation Management Stakeholder Communication Coaching Operational Coordination Service Level Agreements Real Time Adherence

Customer Operations Advisor

Gigaclear

Mar 2023 - Nov 2023 (8 months)

Resolved customer queries and complaints through telephone, live chat and email while maintaining a professional image. Managed a high-volume caseload efficiently and supported onboarding and training of new team members.

Customer Service Complaint Resolution Communication Skills Training Escalation Handling Caseload Management

Children’s Theatre in Education Cast Member

M&M Theatrical Productions

Sep 2022 - Dec 2022 (3 months)

Performed as part of a touring children’s theatre production for audiences of varying ages and abilities. Delivered engaging interactions with children during performances, workshops, and meet-and-greet sessions.

Performance Adaptability Collaboration Technical Production Health and Safety Logistics

Bar Supervisor

The George IV, Chiswick

Sep 2019 - Sep 2022 (3 years)

Supervised shifts and supported team members in a fast-paced hospitality environment. Managed cash handling procedures, including cashing up and safe checks accurately.

Shift Supervision Cash Handling Customer Service Complaint Resolution Organizational Operations Opening And Closing Procedures

Bar Staff

The George IV, Chiswick

Sep 2018 - Sep 2019 (1 year)

Delivered efficient and friendly customer service in a busy bar environment. Prepared and maintained bar areas to high cleanliness and safety standards.

Customer Service Bar Maintenance Stock Management Payment Processing Communication Skills