Years of experience: 25
Call CenterCustomer ServiceCase ManagerClient Relations SpecialistCustomer Care SpecialistComplaint Resolution Specialist
Trust Score
Exceptionally trusted; proven professional excellence.
Andrew's Career Path
Jan. 2024 -Present
Barclays Private BankHead of Complaints Operations - Private Bank & Wealth Management
Liverpool, England, United KingdomResponsibilities; Responsibilities cover the full scope of the complaints function from complaint training delivery, complaint handling, quality assurance, root cause analysis, journey improvement, regulatory and ombudsman engagement in multiple jurisdictions and senior leadership engagement Leading Private Bank Complaints Operations, expanded in 2024 to include Wealth Management. A team with...
Apr. 2022 -Jan. 2024
Barclays Private BankHead of Complaints - Private Bank
Liverpool, England, United KingdomLeading the Private Bank Complaints Management Team with responsibility for Complaint Handling teams covering Private Bank UK as well as the Crown Dependencies. Oversight of Complaints Management activity across other Private Bank locations including Monaco, Switzerland, Dubai and India. Role covers management of Complaint Handling Operations, Quality Assurance, Root Cause Analysis, Complaint...
Aug. 2020 -Apr. 2022
Barclays Private BankHead of Operational Rigour - Private Bank
Liverpool, England, United KingdomResponsibilities; Leading a team of seven Risk Specialists responsible for risk and issue management, risk-based conformance testing, audit and Chief Control Office engagement, all across multiple jurisdictions for Client Service Centre, Complaints Management and Digital Key Achievements; Initiated the "Educate – Support – Protect" approach to better engage stakeholders and ensure transparenc...