Security Officer Customer Service
Resume:
Rigby Chadwick
Crawley
*************@*****.***
Core Skills and Experience
● A hardworking, personable and professional individual who has gained good experience in
the insurance sector, specifically car and medical insurance and has a broad understanding of
the complex processes involved in this industry
● Able to competently engage with internal and external stake holders at all levels, managing a
broad network of internal and external contacts in my current role.
● Experienced in meeting deadlines and collaborating well with others to meet difficult targets,
while prioritising and managing my other responsibilities and workloads
● Possesses excellent verbal and written communication skills, as well as experienced with
Microsoft Office programmes
● Passionate about providing the best possible service as well as taking a huge amount of pride
my work
Employment History
Airport Security Officer – May 2022 – Present
Responsible for working in a small team screening all passengers and staff entering secure areas to ensure the safety of the airport.
Required to complete regular training to maintain high screening standards and work in line with CAA guidelines.
Assist with health and safety and security related incidents
Provide information for passengers about the airport and facilities, working alongside the wider airport team to keep things running smoothly.
Dealing with countless different people and cultures every day across unknown circumstances, while maintaining safe working practices and providing a great customer service experience.
In addition to the above passenger ASO role I have external security experience and am fully trained in regards to this. I am currently fix post internal and am fully trained internally.
Self-Employed Rope Technician – January 2021 – Present
Completed resit of level 1 Irata course achieving excellent pass grade.
Looking to obtain self-employed rope work contract.
Bupa Global May 2015 – December 2021
April 2017- Jan 2022 Partner Coordinator South East Asia/Africa
Bupa Global Business Unit has a portfolio of Service Partner/Third Party Administrator (TPA)/ Provider relationships, the purpose of which is to deliver effective cost containment solutions within a specified geographic area.
Responsible for managing operational efficiency and delivery of auditable savings.
Manage the relationship to deliver regional strategic outcomes, oversee and coordinate operational activity, build strong, effective long term relationships with key stakeholders within each TPA and internally at Bupa.
Travel internationally in order to complete onsite audits and training with service
partners and network Providers.
June 2017 – April 2017 Partner Advisor (Africa Region)
Managing a portfolio of brokers for the Africa region, as well as supporting the rest of the world.
Providing support to external and internal stake holders, resolving complex issues covering all service areas affecting members and brokers.
Completing root cause analysis to find ways to improve process’s and implementing the changes accordingly.
May 2015- June 2016 Claims Management Consultant
Dealing with customers and third party’s around the world.
Negotiating settlement of high value and complex claims exceeding £10,000.00, as well as adjusting claims. Authorised to settle claims up to £10,000.
Effectively repudiating claims, determining indemnity along with negotiating discount
where applicable.
Nov 2010 – May 2015 First Central Insurance, Haywards Heath
Nov 2014 – May 2015 Third Party Motor Claims Investigator
Working in a team of Claims Handlers, assessing Third Party Motor claims from inception through to settlement.
Reviewing claims and establishing liability.
Liaising with policyholders, third parties and the police to gather information needed in order to assess the claim.
Discussing subrogation.
Completing internal and external correspondence. Reviewing approximately 30 claims per day.
Personal settlement authority of £1,000, however could settle claims up to £5,000 under referral.
Liaising with Senior Claims Handlers. Letter writing. Updating systems
Sept 2013 –Nov 2014 Customer Relations Executive
Investigating technical claims complaints from an impartial point of view to ensure customers
have been treated fairly and with dignity and respect, from policyholders and the FOS
Resolving and writing final responses for the complaints investigated (Some complaints are
more straightforward, for example based around the sale or servicing of a policy, and some
are more technical and complicated, for example a claims complaint)
Producing manually typed letters
Apr 2011 – Sept 2013 Senior FNOL Handler – Motor Claims, First Notification of Loss
Fulfilling some standard FNOL (First Notification of Loss) agent work whilst monitoring a team of
agents.
Working alongside immediate supervisor, helping with agent training and recruiting and
providing feedback to staff.
Personal accountable for handling technical claims that are registered mostly for Personal Injury or fatality claims.
Liaising directly with policyholders or family members of the policyholder in circumstances of death. Dealing with most complaints that came into the new claims department, along with those for suppliers and non-fault claims.
Working closely with the Customer Relations team in ensuring complaints are resolved within SLA or quickly afterwards
Nov 2010 – Apr 2011 FNOL Agent – Motor Claims, First Notification of Loss
Setting up new claims for customers on the telephone or by allegations received from third
Parties
Dealing with non-fault claims and Legal Expenses from cradle to grave
Liaising with the existing claims department when required to
Working to SLA’s and working as a team to maintain these
Jan 2008 – Nov 2010 Self Employed Rope Access Technician
Working on a range of jobs many of which were extremely physical, technical and some being
attempted for the first time. The jobs varied from working for National Grid on the biggest
liquid gas tanks in the world to supervising maintenance and cleaning jobs on John Radcliffe’s
children’s hospital, working on Heathrow terminal 5, MI5 and MI6 external cleans. Overall
accruing over 2100 hours.
Oct 2007 – Mar 2008 Assistant/Senior Call Agent - Motorcare, Australia
Managing claims after the initial FNOL team has set the claim up
Arranging the recovery and repairs along with agreeing costs with repairers
Dealing with agricultural equipment as well as private motor claims
Dealing with some of the more difficult cases were customers had potentially been drink
driving or had involved severe injuries or fatalities
Corresponding with contractors and trade employees throughout Australia, in organising the
recovery, repair and sometimes total loss of vehicles
Analysing engineer’s reports and quotes, to determine whether vehicles and machinery were
repairable or a total loss
Apr 2007 – Sept 2007 Customer Service Technician Fortis Insurance Limited
Working within the age concern sales team, responding to inbound calls along with making
outbound calls to existing customers
Providing quotations along with completing sales
Jan 2006 – Feb 2007 Assistant/Senior Call Agent - Motorcare, Fareham/Whitely
Logging new claims along with dealing with existing claims, after a brief period was given the
task of dealing with claims, that required further customer service skills such as fatalities or
serious injuries
Liaised with repairers and customers to complete emergency recoveries, ensuring repairs
were commencing correctly and that courtesy cars were being provided
Dealing with any queries in relation to existing or new claims and referring customers on appropriately
Education
Bay House School
GCSE: 10 pass grades including maths and science
St Vincent’s College (first year 2004)
Applied Science and Mathematics for Engineering –
Pass
Fareham College (second year 2005)
Motor Vehicle Repair and Servicing – Distinction
Additional Qualifications
Irata Level 1 Resit (2022) – Current ticket
Irata Level 1 (1/26845) (2007)
Irata Level 2 (2009)
Cscs and Health and Safety passport
FIT insurance exam (2011)
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