Nicholas received an award as the person who best demonstrates the TIO’s core values.
I manage a team that ensures we are hearing consumers’ complaints in a timely manner by monitoring our queues. It is not an easy task as there can be spikes in demand for our service but we have been quite successful.
I was involved in the rollout of our new complaint management system writing user guides, communicating changes to staff and setting up a system administrator hub.
I came to the TIO because of my interest in complaint management and dispute resolution. I like to get my head around complex cases and analyse evidence. I find it really satisfying to get people to come to an agreement from two diametrically opposed views.