Lily Penney – Complaints Handler – Complaints
The investigations of the claims and complaints is what I enjoy, piecing together what has happened and what we can do to resolve customer concerns. I started out at as a Call Centre Associate before having the opportunity to move into this team. I’d like to continue learning and hopefully become a manager in the future.
What did you do before joining CTB?
Worked as a call handler for a pension company, dealing with inbound and outbound calls.
What attracted you to working for CTB?
I wanted a change and to work for a company where there was opportunity for progression. As this was a smaller company, with good values I felt that it was a good fit for what I wanted.
What roles have you had since joining CTB?
Call centre associate in Savings and Complaints handler.
What attracted you to the role that you are in today?
I wanted to try something new and felt that I had transferrable skills from my previous role to help me ensure that customers had the best journey with CTB. The investigation side of the job enticed me, and I was keen to learn about the other business areas of the bank.
What (and why) do you enjoy most about the role that you do?
The investigations of the claims and complaints is what I enjoy, I like piecing together what has happened and what we can do to resolve the customers concerns.
What have you found challenging about your current role?
Once I had learnt how to complete claims, I found it hard to prioritise things correctly and update and close my claims and complaints to meet the required deadlines. I have now added action dates to things which are assigned to me to ensure these are completed and nothing is missed.
What training and development opportunities have you / are you receiving?
I completed Omni training to assist me with claims and Omni complaints. I would like to complete some training to develop my complaints handling skills with cases that are passed to the FOS and Mortgages complaints. Also, my manager is helping me to develop my skills to become a team leader/manager in the future.
What are your future career aspirations?
I would like to keep learning and hopefully become a manager and look after my own team either in complaints or another business area.
How would you describe the culture here at CTB?
I would describe the culture as friendly and positive. Everyone is happy to help and recognise the hard work of the people around them.
What makes CTB a unique place to work?
The constant updates and townhalls which provide an understanding of the plans for the bank and outlining what is currently happening and what is proposed to happen in the future. You also get to meet everyone in the business and there is lots of opportunities for this at things like the town halls and the summer BBQs.