Jane Agbo

I’m a Case Manager with a strong track record supporting claimants through high-impact change, including guiding individuals onto Universal Credit and tailoring support to real-life barriers like low digital skills, mental health concerns, and limited family support. I focus on keeping people calm, informed, and supported while moving cases forward efficiently.

In my current role, I manage inbound and outbound claimant contact, run practical next steps (such as home visits and access to local support), and help ensure transitions are accurate and audit-ready. I also monitor overpayments, implement recovery strategies to avoid financial distress, and transfer health capability decisions using available data to reduce claimant burden.

Previously, I worked as a Complaints Handler for Samsung, where I owned complaint cases end-to-end and ensured fair outcomes aligned to regulatory expectations and company policy. I translated complex product and policy information into clear, accessible language while maintaining detailed, structured case notes across multiple channels (phone, email, and chat).

Earlier experience as an Enforcement Operations Officer at TFL strengthened my ability to investigate thoroughly and make well-justified decisions on representations for penalty charge notices. I apply a careful, evidence-led approach—acknowledging information fully, using decision templates, and exercising sound judgment to minimize appeal risk.