Employment
- Guiding members through lending applications end-to-end, explaining options and outcomes in plain English
- Ensuring every application meets regulatory standards and data accuracy requirements
- Helping members understand their choices so they can make confident financial decisions
- First point of contact for customers, troubleshooting sign-in issues, billing queries, and account management concerns
- Translated complex security and authentication topics into clear guidance for non-technical users
- Provided patient, reassuring support for users navigating security incidents and account lockouts
- Delivered front-line support for major airline clients via Zendesk, including on-call cover for priority incidents
- Investigated product issues using browser tools and clear reproduction steps, helping teams prioritise fixes that improved the customer journey
- Tested API integrations to ensure reliability for high-traffic client environments
- Shaped internal processes for client onboarding and support documentation
- Supported customers via in-app chat and email, resolving account, payments, and access issues
- Investigated hundreds of payment disputes monthly, including CPR and DD Guarantee claims
- Diagnosed technical payment failures and identified bugs in the Monzo app, escalating with clear reproduction steps
- Analysed queue and operational data to spot trends and inform process improvements
- Managed KYC checks and account limit adjustments, ensuring regulatory compliance
- Processed over 100 subject access requests in line with UK GDPR and the Data Protection Act 2018
- Mentored and coached newer colleagues on payments processes and compliance requirements
- Handled inbound sales and booking calls from customers, businesses, and partners
- Processed reservations received via fax and email with accurate data entry
- Coordinated with internal teams to deliver efficient service
- Supported colleagues with knowledge gaps and helped onboard new team members
Volunteering
- Ensuring the club is a welcoming space for all, regardless of gender identity, sexuality, background, or ability
- Developing EDI policies and strategies that promote fair access and equal opportunities
- Building relationships with local organisations, LGBTQ+ networks, and sports bodies to grow the club's reach
- Supporting outreach initiatives to expand the club's impact
- Helping implement and maintain data protection policies for the branch
- Managing and responding to subject access requests in line with legal and ethical requirements
- Assessing data protection risks and ensuring appropriate safeguards are in place
- Educating branch representatives and members on data protection rights and best practices
- Acting as the branch point of contact for data-related queries, liaising with the CWU's central DPO