John Rawstron

Background

About John Rawstron

Quality Assurance, customer-focussed training including Route to Competence training and assessment, and coaching and mentoring in complaints handling soft skills, empathy, and delivery and improving the customer experience. Have previously worked closely on identification and mitigation of risk and provided technical/regulatory guidance including T and C file maintenance and audit. Previously helped set and embed a collections strategy for business in respect of TCF, risk and cost mitigation Managed outsource partner teams comprising of a team leader and around six-eight additional individuals, all working arrears and litigation cases up to repossession and handling incoming and outgoing calls and written correspondence from customers and other third party providers including solicitors and field agents. Managed third party relationships most notably with panel solicitors and field agencies. Helped design and subsequently implement the full complaint handling framework from philosophy to oversight. Brought about fundamental cultural changes with outsource partner resulting in the business moving from the very top of the FOS league tables for worst performing complaint handling service to not appearing at all on subsequently published data. Cultivated strong working relations with the Financial Ombudsman Service (FOS) in respect of gaining an understanding of their approach and in striving for the fairest possible outcome. Completed CeMAP Diploma in June 2018 following on from Advanced CeMAP qualification including Certificates in Regulated Complaints Handling and Regulated Customer Care. Specialties: Quality Assurance, Complaints management and philosophy, regulatory procedures/requirements, arrears management/collections, relationship management. A keen squash player for over twenty-five years. Can still solve Rubik's cube in under three minutes!