charlie alford
My world is complaints, quality, insights, and communication - with a focus on understanding what happened, why it happened, and what can be done differently.
Every complaint has a story. I’m interested in what happened before it became one.
COMPLAINTS
Complex complaint handling, investigation, resolution, and escalation.
QUALITY
Quality governance, response reviews, coaching and mentoring.
EXPERIENCE
Client Support Manager
Built trust with clients by supporting operational excellence and provided insights to inform strategic decisions.
Complaints & Resolution Team Leader
Led a team through regulatory change and strengthened trust with clients.
Senior Administrator, Communications
Produced email templates and process documents that assisted in the coaching and mentorship of the team.
HOW I WORK
MORE INFORMATION NEEDED?
INSIGHTS
Turning complaint data into meaningful trends, root causes and actions.
COMMUNICATIONS
Produce clear, empathetic, communications for internal and external stakeholders.
Quality & Insights Analyst, Complaints (Current)
Working across complaints, quality, and insights, with a focus on complaint response quality, reporting, trends, and continuous improvement.
Senior Complaints & Resolution Specialist
Worked on complex complaints, produced written communications, and provided quality governance support to the team.
Complaints & Resolution Specialist
Worked on simple and complex complaints in super and insurance industries.
I don’t stop at the first explanation; I employ the five whys to ensure the root cause is clearly identified.
I understand before responding; Every query or complaint is broken down into its different elements. Each element forms part of the investigation and becomes the outline for the complaint response.
I make the complicated clear: I find the balance between industry-specific terminology that is required and transform into everyday English.
I see the patterns, collate the data, and produce meaningful insights.
AREAS OF EXPERIENCE
complaint investigation and resolution
complaint response writing that is ASIC-compliant and AFCA-friendly
quality governance
root cause analysis
reporting and insights
stakeholder communications
process improvement
coaching and capability development
data analysis (MS Excel, ComplaintsPRO)
regulatory complaint frameworks