Stephen Forshaw

Reviewed customer accounts to assess service levels for annual fees paid, supported remediation decisions, and managed sensitive customer information in line with compliance standards.

Handled customer queries related to penalty notices and remediation processes, providing clear guidance and maintaining accuracy and service standards.

Investigated complex customer complaints by gathering and assessing information, managed sensitive issues, and communicated outcomes professionally.

Handled inbound customer calls covering claims, redress breakdowns, and complex complaints, using effective communication and conflict-management skills.

Reviewed irresponsible lending complaints, assessed affordability evidence, and managed an individual back-office caseload against quality and productivity targets.

Reviewed irresponsible lending complaints, assessed affordability at point of sale, and managed cases against quality and productivity targets.

Handled inbound customer queries, payments, billing, and home-move enquiries, establishing payment plans and resolving complaints for customers in financial difficulty.

Assessed customer situations, resolved issues by telephone, and coordinated engineer visits, developing strong relationships with operational teams.

Managed a backlog of complex business-banking complaints, gathering evidence, resolving issues efficiently, and communicating outcomes professionally.

Handled complex PPI cases while maintaining high quality and productivity, and became a Subject Matter Expert supporting new starters and mentoring colleagues.

Processed orders, completed stock checks, issued invoices, and chased customer payments.

Managed customer and broker relationships for HGV insurance and supported business development through strong communication and service.

Provided customer service and complaints handling across banking products while supporting team standards and customer outcomes.

Specialised in credit-card arrears, helping customers establish sustainable repayment solutions.

Completed a BTEC National Diploma in Sports Science.

Grade: A–C

Attained GCSEs at grades A–C, including Maths and English.