Experience
Since the start of my career, I have always worked in a customer service role. This has mainly involved working on the telephones dealing with general customer queries.
I graduated from university with a BA English Honours Degree and started working for the Ombudsman shortly after. I started my career here as a Customer Service Officer, dealing with enquiries from the general public by telephone and in writing. After two years in this role, I was promoted to Customer Service Team Leader, managing a team of customer service officers to make sure they delivered a high quality service. Several years later I progressed to my current role as Assessment Manager.
What is your role in the organisation?
As an Assessment Manager in the Customer Service department, I manage a team of 11 caseworkers. My team’s role is to analyse the key issues of a complaint and decide whether there are any indications something went wrong and if enough has been done to put things right. They also decide whether we need to look into matters further through a formal investigation. I quality check the robustness of any decisions that are made to make sure they are correct. I am also responsible for that the team meets its business objectives and provides excellent customer service. I thoroughly enjoy my role as Assessment Manager and find it an interesting and challenging one.
What advice would you give to someone joining the organisation?
I have worked here for over seven years and still enjoy coming to work every day. I really enjoy working with my colleagues and team and they are partly what make the organisation such a good place to work. I also believe that we as an organisation make a difference to people's lives and this helps too.
