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Jean-Noel Hammond

@jean-noelhammond

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Senior customer support professional blending FCA-ready financial accuracy and crisis de-escalation.

United Kingdom

Message

What I'm looking for

I’m looking for a regulated, customer-first role supporting vulnerable people with FCA-ready financial accuracy and calm crisis de-escalation. I want a non-judgmental, digital-forward team where I can help underserved customers achieve long-term financial stability.

I’m a highly resilient and empathetic professional with 10+ years of experience in face-to-face engagement, management, and regulated support environments. I’m especially effective when customers need both calm crisis support and precise, audit-ready financial handling.

My background combines vulnerability-focused crisis management with strong regulatory awareness. I’m fully conversant with the FCA’s Consumer Duty and committed to fair, positive customer outcomes through Treating Customers Fairly (TCF) standards.

I’ve also built a genuine “digital-forward” mindset—acting as a digital advocate to help customers navigate mobile applications and online options, including promoting digital money-management tools (e.g., Snoop/Gateway). In practice, that means removing friction at the point of contact while keeping conversations sensitive, non-judgmental, and solution-led.

Across roles ranging from support and crisis management to assistant management and customer operations, I’ve handled high-volume cash/card reconciliation, conflict resolution, and complex complaints with professionalism. I’m motivated by Financial Inclusion and I want to bring my financial integrity, de-escalation skill, and customer-first approach to teams that serve the underserved credit market.

Experience

Work history, roles, and key accomplishments

Current

Event Support Professional

Current

Queen Elizabeth II Centre

May 2020 - Present (6 years)

Managed logistics and coordination for high-profile events, maintaining professional conduct and venue representation in London. Covered diverse service roles to ensure seamless delivery and 100% customer satisfaction.

Event Logistics Customer Satisfaction High Detail Administration Multi Role Coverage

Current

Customer Advisor & Digital Support

Current

Step Ahead Agency

Mar 2019 - Present (7 years 2 months)

Advised a diverse customer base while navigating computerized POS systems and processing high-volume transactions. Acted as a digital advocate, assisting customers with online options and resolving product queries at first contact.

Customer Advisory POS systems Digital Advocacy Online Support Product Queries

Support & Crisis Management

Elysium Healthcare

Jan 2020 - Mar 2022 (2 years 2 months)

Provided specialized face-to-face support for individuals with autism and complex behavioral needs. Used advanced de-escalation to manage sensitive situations and maintain a calm environment.

De escalation Autism Support Crisis Management Person Centered Communication High Stress Conflict De Escalation

Customer Care & Compliance

Morrison’s / Daddy Roy’s Chicken Shack

Jan 2016 - Jan 2018 (2 years)

Provided solution-based customer care at the desk to resolve grievances and support a positive brand-customer relationship. Focused on preventing foreseeable harm through proactive, compliance-aware service.

Customer Care Grievance Resolution Conflict Resolution

Assistant Restaurant Manager

Union Square

Mar 2010 - Feb 2016 (5 years 11 months)

Evaluated and resolved complex complaints with a fairness and commercial viability lens, ensuring compliance with licensing and safety laws. Managed weekly rotas, staff training, and rigorous end-of-day financial reconciliation for a high-turnover site.

Complaint Resolution Staff Training Financial administration