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Customer Service Manager

Astley, Greater Manchester, M29, United Kingdom
October 18, 2016

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Arooj Ahmed


Administrator with extensive experience across financial services, specifically in the insurance and banking sectors. Excellent relationship building skills, consistently exceeding client and management expectations. Able to work in fast-paced environments with strong interpersonal skills and the ability to deal with stakeholders at all levels. Results driven with attention to detail.



August 2016 – Current

Adecco (Recruitment Administrator)

Working on site at Serco as Recruitment Administrator

Pre-Screen telephone interviews to assess suitability.

Assisting and performing face-to-face interviews.

Conducting inductions for new candidates, time sheet training

Posting adverts on job boards.

Submitting DBS checks and verifying eligibility to work documents.

Completing all the rights to work checks and chasing references.

Dealing with absences and reporting to the line manager.

Accessing return to work.

Authorising holiday pay, payroll and issuing pay slips for employees.

Prioritise workload using own initiatives, work under pressure meeting KPIs.

First point of contact with general inquires by phone, emails to candidate, employees and managers.

Compliance check/ Audit to see all the documents are up-to date.

Feb 2016 – July 2016

Capita (Administrator)

Working on behalf of Royal London and their investments department, providing administrative and service support to the business and its customers.

Provided first class customer service, taking ownership of issues to insure they were resolved.

Responding to customer enquiries queries regarding stop and reissue of cheques.

Maintain and process documents and data in accordance with legal and FCA guidelines in order to ensure compliance.

Produce accurate documentation, letters, and invoices, writing cheques and dealing with post.

Contact customers and third parties by letter and phone.

Priorities own workload exceeding targets and achieving excellent QA results.

Calculating accurate complex annual ISA Statements.

Receive and process a full range of messages for the department.

Accurate preparation and end processing of sensitive medical, bereavement and critical illness case files.

Sep 2015 – Jan 2016

The Co-operative Insurance (Administrator)

Worked in the home administration & customer detail administration (CDA) for Co-operative Insurance.

Sending correspondence letters required by customers and recording the information on the customer database.

Updating customer database for cancellation of policies, deceased/moving away, adding or removing policy holders on the policy and any additional amendments required by customers.

Assisting the manager to ensure all filings were correctly prepared and stored to support with the auditing department for annual review and to support annual audit activities and meet compliance KPI’s.

Investigating and processing returned mail and taking further action as required.

Coordinating with colleagues across multiple departments to resolve customer queries.

Sep 2013 – Sep 2015

Career Break – Maternity Leave

Feb 2013 – Sep 2013

The Co-operative Bank (Compliance Administrator)

Worked in the Anti-money Laundering Department for Co-operative Bank.

Processing cash minder accounts for new and existing customers, checking documentation to ensure it matched with clients details in order to meet compliance KPI.

Administering credit checks in order to open accounts for customers. Auditing customer documents to detect any fraudulent or fake identification and passing any suspicious items to the risk and controls team.

Communicating with customers by phone, email and letter in order to complete applications and inform them of the progress.

Filling all customer account related data on the bank’s management information system, as well as bookkeeping.

Adhering to strict targets and KPI’s set by management in order to process customer applications.

Mentored new starters on site to support their induction.

Dec 2012 – Jan2013

Relocated to UK permanently.

March 2010 – Nov 2012

The Furniture Studio (HR Officer, Islamabad, Pakistan)

In stand- alone HR role for furniture business with 90 Employees and turnover of £250,000 in 2012

Introduced the recruitment, training and development process for all staff members in the company.

Ensuring compliance with local employment legislation and updated as required.

Responsible for drafting and implementing pay and benefits and grievance procedures.

Implemented equal opportunities policy, disciplinary/grievance procedures and policies.

Counselling staff with workload and stress related issues.

Develop staffing plans to ensure continuity in operations

June 2007 – Sep 2008

Wise Communication System PVT Ltd – (HR Assistant, Lahore, Pakistan)

Provide comprehensive day-to-day payroll administrative support to the human resources department.

Additional Skills


MS Office

Fluent Urdu and Punjabi speaking

Full Clean UK Driving Licence

2008-2010 – Salford University

MSc Human Resource Management

2005-2007 – University of Hull

BA Hons Business Studies

1999-2003 James B Conant High School, Chicago, USA

English, Maths, Science

Reference available upon request

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