# Stephen Forshaw

Stephen Forshaw is a remote worker on Himalayas, Remediation Support at St. James's Place, based in United Kingdom.

Source: https://himalayas.app/@stephenforshaw

```text
Customer operations and complaints professional in financial services, assessing customer outcomes across remediation and complex casework.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United Kingdom |
| Authorized to work in | United Kingdom |
| Salary expectations | 33k+ GBP |
| Job categories | Customer Advisor, Customer Operations Specialist, Case Handling, Remediation Specialist, Compliance Analyst, KYC Analyst, Aml Analyst |
| Skills | Complex Issue Resolution, Customer Remediation, Case Management, Case Investigation, Customer Outcome Assessment, KYC, Anti Money Laundering, Financial Crime, Risk Assessment, Sanctions Investigation, Transaction Monitoring, Suspicious Activity Reports, PPI Redress, Affordability Assessment, Evidence gathering |

## What I'm looking for

```text
I’m seeking a permanent opportunity with strong progression potential, ideally within a remote-first organisation. I’m open to customer operations, complaints, remediation, financial services, compliance and KYC/AML roles.
```

## About

```text
At St. James’s Place (SJP), I reviewed customer accounts to assess whether clients received the appropriate level of service for the annual fees paid. I assessed outcomes, identified potential discrepancies and supported accurate remediation decisions.

At TSB Bank (via Huntswood Associates), I investigated complex customer complaints by gathering and assessing information before determining appropriate outcomes. I also presented data and outcomes in senior team meetings.

Across case-handling roles at The Very Group (via Hazell Carr) and Amigo Loans (via Huntswood Associates), I reviewed irresponsible lending complaints and assessed affordability evidence. My work included analysing bank statements and managing individual caseloads.

My regulatory experience includes KYC profiling and checks, anti-money laundering, financial crime, sanctions investigation and transaction monitoring. I’m seeking a permanent opportunity with progression potential, ideally at a remote-first organisation.
```

## Experience

### Remediation Support

St. James's Place. Nov 2025 - Jun 2026

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

Skills: Customer-Remediation, Clinical-Outcome-Assessment, Data-Handling, Compliance

### Remediation Delivery Support

Marston Holdings. Jun 2025 - Oct 2025

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

Skills: Customer-Service, Communication-Skills, Compliance

### Complex Complaints Advisor

TSB Bank. Nov 2024 - Feb 2025

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

Skills: Complaint-Investigation, Case-Management, Communication-Skills, Regulatory-Compliance

### Inbound Service Advisor

Amigo Loans. Dec 2023 - Oct 2024

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

Skills: Customer-Service, Communication-Skills, Conflict-Management

### Senior Case Handler

The Very Group. Jun 2023 - Nov 2023

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

Skills: Case-Management, Affordability-Assessment, Quality-Assurance

### Case Handler

Amigo Loans. Sep 2022 - Jun 2023

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

Skills: Case-Management, Affordability-Assessment, Quality-Assurance

### Collections Advisor

[Thames Water](https://himalayas.app/companies/thames-water). May 2021 - Aug 2022

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

Skills: Customer-Service, Collections, Payment-Plans, Complaint-Resolution

### Customer Claims Advisor

Homeserve. Nov 2020 - May 2021

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

Skills: Customer-Service, Claims-Handling, Coordination

### Complaints Advisor

[Barclays Bank](https://himalayas.app/companies/barclays). Jul 2020 - Nov 2020

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

Skills: Complaint-Handling, Evidence-gathering, Communication-Skills

### PPI Case Handler

Lloyds Bank. Nov 2018 - Jul 2020

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

Skills: Case-Management, Quality-Assurance, Mentorship, Subject-Matter-Expertise

### Sales Representative

Beercellars Ltd. Feb 2018 - Nov 2018

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

Skills: Order-Processing, Invoicing, Stock-Management

### Insurance Broker

Wilsons Insurance Group. Feb 2015 - Dec 2017

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

Skills: Insurance, Customer-Relationship-Management, Business-Development

### Sales Advisor

[Santander](https://himalayas.app/companies/santander). Oct 2009 - Feb 2015

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

Skills: Customer-Service, Complaint-Handling, Banking-Products

### Repayment Advisor

Barclaycard. Nov 2005 - May 2009

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

Skills: Collections, Arrears-Management, Customer-Support

## Education

### St Helens College

BTEC National Diploma, Sports Science

```text
Completed a BTEC National Diploma in Sports Science.
```

### Knowsley Hey Comprehensive School

GCSE, General Studies. Grade: A–C

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

## Tech stack

- Microsoft Excel

To contact Stephen, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

## People also viewed

- [Muhammad Dhorat](https://himalayas.app/@muhammaddhorat1): Complaints handler , momenta
- [Lak Cheema](https://himalayas.app/@lakcheema): KYC Refresh Manager, Takepayments
- [Sitara Malve](https://himalayas.app/@sitaramalve): Banking Advisor, Barclays
- [Mohammed Uddin](https://himalayas.app/@mohammeduddin): Complaint Handler, St James Place
- [Chris Richards](https://himalayas.app/@chrisrichards): Financial Services Contractor, Square Four Partners
- [Zunaid Hussein](https://himalayas.app/@zunaidhussein): Energy Expert Complaint Handler, Utility Warehouse
- [Shakeel Mann](https://himalayas.app/@shakeelmann): Travel Complaints Handler, Ergo Travel Insurance
- [Rakia Nazir](https://himalayas.app/@rakianazir): Motor Claims File Reviewer, Hastings Insurance
- [Emma Anderton](https://himalayas.app/@emmaanderton): Senior Complaints Manager, The Electoral Commission
- [Joseph Jones-Liptrot](https://himalayas.app/@josephjones-liptrot): Complaints Investigator, Financial Ombudsman Service