Isobel Henshall
@isobelhenshall
Self-motivated customer service professional with strong complaint handling skills.
United KingdomWhat I'm looking for
I am a self-motivated and resolution-focused individual with extensive experience in customer service, particularly in handling complex complaints. My career has been dedicated to ensuring customer satisfaction while adhering to regulatory standards. I thrive in environments that challenge me to grow and develop new skills.
Throughout my career, I have successfully managed a variety of customer queries, from general inquiries to sensitive cases involving vulnerable customers. My strong attention to detail and ability to make informed technical decisions have been key to my success. I take pride in my ability to build strong relationships with colleagues and stakeholders, fostering a collaborative work environment.
In my current role as a Customer 2nd Level Agent at Raisin UK, I own B2B and B2C customer queries, ensuring prompt and professional responses. I have also trained and mentored junior colleagues, contributing positively to team performance. I am passionate about continuous improvement and believe that feedback is essential for growth.
Experience
Work history, roles, and key accomplishments
Customer 2nd Level Agent
Raisin UK
Jan 2025 - Present (5 months)
Owned B2B and B2C customer queries, primarily through written communications, ensuring prompt and professional responses. Handled a wide range of inquiries including complex B2B & B2C Enquiries, Vulnerable Customers, Bereavement cases, and Early Termination requests.
Complaint Handler
ManyPets
Jul 2023 - Oct 2024 (1 year 3 months)
Handled pet insurance complaints, ensuring compliance with FCA regulations and timeframes. Provided tailored outcomes to customers, considering their individual needs and circumstances. This role was a TUPE transfer from Covea with identical responsibilities.
Complaints Case Manager
Covea Insurance
Mar 2021 - Jul 2023 (2 years 4 months)
Investigated and responded to pet insurance complaints in line with FCA regulations and timeframes. Provided tailored outcomes to customers, taking into consideration their individual needs and circumstances. Liaised with customers via telephone and email to communicate complaint outcomes.
Events Volunteer and Gallery Invigilator
The Piece Hall
Jan 2019 - May 2022 (3 years 4 months)
Met and greeted visitors, including those who had never visited The Piece Hall before and those who visited regularly. For larger scale events, collaborated with other volunteers and stewards to ensure all customers received a warm welcome.
Pet Claims Assistant
Covea Insurance
Nov 2020 - Mar 2021 (4 months)
Took inbound calls from customers and vets, noting call details onto the system. Logged FNOL claims and uploaded claims correspondence onto the claims system. Kept customers and vets up-to-date on the progress of the claim and responded to queries via email.
Contact Centre Consultant
Covea Insurance
Jul 2017 - Nov 2020 (3 years 4 months)
Answered general customer queries over the phone relating to car insurance cover. Set up new policies and policy renewals, and made mid-term adjustments to policies. Reported any potentially fraudulent policies to the Policy Validation Unit.
Venue Assistant
Bradford Literature Festival
Jun 2017 - Jul 2018 (1 year 1 month)
Engaged with visitors of the festival, offering directions to the various venues. Checked tickets and guided people to their seats. Performed mic running during question-and-answer sessions.
Education
Degrees, certifications, and relevant coursework
Calder High Sixth Form
A-levels, English Language, English Literature, Spanish
Grade: English Language - A, English Literature - B, Spanish - B
Completed A-levels in English Language, English Literature, and Spanish. Achieved grades of A in English Language and B in both English Literature and Spanish.
Calder High School
GCSEs, Various Subjects
Grade: 9 GCSEs A*-C
Obtained 9 GCSEs at grades A*-C. Key subjects included English Language (A*), English Literature (A*), Maths (C), and ICT (A).
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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