Marie received an award for excellence in dispute resolution.
I worked as an Enquiry Officer, Contact Team Manager, in training and now as Call Quality Monitoring Officer.
When I monitor a call, I ensure our processes are being followed. I also ensure that we have given consumers the right information and that we are not turning away consumers we can assist. I also pass feedback on to managers, not only to report errors but also as an opportunity to recognise good work.
The culture at the TIO is fantastic - people are friendly, helpful and down-to-earth.