An educated, articulate pensions specialist who is currently working as a complaints handler and has over 10 years of experience in the industry.  An outline of skills being used in his current role:

• Process improvements: Suggested process improvements which were implemented, resulting in improved customer satisfaction.
• Organisation and time management: Managed and prioritised several tasks simultaneously, working under pressure and to tight deadlines.
• Problem solving: Used analytical and investigative skills to make impartial, judgment-based decisions; resolved complaints over the telephone and in writing.
• Interpersonal skills: Used empathy and active listening skills to build rapport with customers; presented complex technical information clearly and concisely.
• Stakeholder management: Negotiated and mediated with a variety of internal and external stakeholders, including trustees, scheme administrators, lawyers and financial advisors.