Experience

Working on end-to-end performance for Faster Payments and Open Banking within Nationwide's Payments Service Management team. The team covers the broader electronic payments portfolio (Bacs, high-value, international payments, cheques).

Guiding members through personal loan and credit card applications over the phone, explaining decisions and next steps clearly so members can move forward with confidence.

Resolved account access issues and security concerns for customers, translating complex authentication processes into clear, accessible guidance.

Supported major airline clients with technical and operational issues, investigating product problems and feeding findings back to engineering and product teams.

Handled complex payments casework, including Credit Payment Recovery and Direct Debit Guarantee claims, and processed subject access requests under UK GDPR. Identified recurring issues and fed them back to improve processes and reduce repeat contacts.

As part of the Home Working Team, provided phone-based customer sales and support, ensuring seamless reservations, claims processing, and cross-team coordination.

Building an inclusive, accessible netball community for LGBTQ+ players and allies. At Leeds Comets, netball is for everyone.

Providing data protection support for UTAW, the national branch of the Communication Workers Union. Working alongside the CWU's Data Protection Officer to ensure compliance with UK GDPR, the Data Protection Act 2018, and union governance requirements.

Manage employment relations casework end-to-end for members across the tech sector: disciplinary, grievance, capability, and sickness absence. Represent members at formal hearings. Coach hearing chairs on procedural fairness.

Represented UTAW at the TUC Disabled Workers’ Conference, June 2025. Spoke on disability employment gaps and neurodivergent inclusion.