Craig Kirk
Kilmarnock
Summary
Financial services professional with over nine years experience specialising in complaints, quality assurance, customer outcomes and continuous improvement. Trusted to coach and develop colleagues, deliver onboarding and upskilling programmes, support accreditation, and use quality insights to improve performance and consistency. Recognised for identifying process improvements, challenging existing ways of working and building strong relationships across teams to deliver better outcomes for both customers and colleagues.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Complaints Support Expert
Monzo
Remote
2025.05 - Current
- Deliver onboarding and upskilling training for Complaint COPs across Monzo and Teleperformance, supporting colleagues throughout accreditation and beyond.
- Provide day-to-day guidance through internal support channels, helping colleagues resolve complex complaint investigations and produce high-quality final responses.
- Review QA and QC findings to identify recurring quality themes, delivering targeted coaching and feedback to improve performance and customer outcomes.
- Support the accreditation process by assessing cases against quality standards, providing constructive feedback and helping colleagues build confidence and capability.
- Partner with Team Managers and Senior Experts to analyse quality trends, facilitate coaching sessions and deliver improvement initiatives based on operational data.
- Complete quality checks within Grad Bay and contribute to Outcome Reviews (OCR) investigations, identifying root causes and opportunities for continuous improvement.
- Identify process improvements by challenging existing guidance and working with stakeholders to implement practical solutions that improve efficiency and reduce unnecessary escalations.
- Regularly recognised by peers, Team Managers, Senior Experts and senior leadership for coaching, collaboration and proactively identifying opportunities to improve processes and support colleagues.
Complaint Handler
Monzo
Remote
2023.11 - 2025.05
- Investigated complex customer complaints, gathering and analysing evidence to deliver fair, accurate and customer-focused outcomes in line with Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS) requirements.
- Managed vulnerable customer cases with empathy, balancing regulatory obligations with positive customer outcomes.
- Produced clear, well-reasoned complaint responses, ensuring all investigations met Monzo's quality standards and regulatory timescales.
- Supported colleagues with complex investigations and shared knowledge across the team, becoming a trusted point of contact for guidance.
- Identified process improvements and raised operational risks to improve complaint handling and the overall customer experience.
- Built a strong reputation for quality, collaboration and customer outcomes, successfully securing a six-month secondment as a Complaints Support Expert before being appointed permanently.
Complaint Handler
PRA Group
Kilmarnock
2020.08 - 2023.11
- Investigated complex customer complaints, delivering fair and balanced outcomes while meeting regularly requirements and internal quality standards.
- Coordinated a Customer Journey Team responsible for reviewing end-to-end customer journeys, analysing customer interactions and identifying opportunities to improve processes and customer outcomes.
- Analysed complaint dada and operational trends to identify root causes and recommend improvements to enhance the customer experience.
- Worked collaboratively with stakeholders to implement process improvements that reduced customer pain points and improved service quality.
- Supported colleagues by sharing knowledge, coaching on complaint handling best practice and promoting consistent, high-quality decision-making.
- Built strong relationships across teams to ensure customers received fair outcomes while balancing commercial and regulatory requirements.
PPI Data Gatherer
Clydesdale Bank
Glasgow
2019.09 - 2020.08
- Conducted detailed searches across automated and manual banking systems to identify historical PPI payments while maintaining strict accuracy and regulatory compliance.
- Used Microsoft Excel to analyse and track data, consistently meeting FCA deadlines and quality standards.
Business Banking Advisor
Santander
Glasgow
2018.12 - 2019.09
- Supported business banking customers, resolving complex enquiries while delivering excellent customer service in a regulated environment.
- Worked across multiple banking systems to investigate issues and provide accurate, timely resolutions.
Collections Agent
Allied International Credit
Glasgow
2018.08 - 2018.10
Customer Contact Centre Agent
Teleperformance
Kilmarnock
2017.05 - 2018.04
Nightshift Production Operator
Scotia Double Glazing
Kilmarnock
2016.07 - 2017.04
Production Team Member
Andrew Wright Windows
Irvine
2015.08 - 2016.07
Skills
Quality Assurance (QA)
Complaint Handling
Quality Control (QC)
Customer Outcome Testing
Root Cause Analysis
Process Improvement
Trend Analysis
Customer Journey Analysis
Regulatory Compliance
Coaching and Mentoring
Training Delivery
Stakeholder Management
Data Analysis
Decision Making
Problem Solving
Certification
Planning and Delivering Training Sessions (Train the Trainer) - SQA
Professional training qualification focuses on the effective design, delivery and evaluation of workplace learning, coaching and skills development.
References
References available upon request.
Timeline
Complaints Support Expert
Monzo
2025.05 - Current
Complaint Handler
Monzo
2023.11 - 2025.05
Complaint Handler
PRA Group
2020.08 - 2023.11
PPI Data Gatherer
Clydesdale Bank
2019.09 - 2020.08
Business Banking Advisor
Santander
2018.12 - 2019.09
Collections Agent
Allied International Credit
2018.08 - 2018.10
Customer Contact Centre Agent
Teleperformance
2017.05 - 2018.04
Nightshift Production Operator
Scotia Double Glazing
2016.07 - 2017.04
Production Team Member
Andrew Wright Windows
2015.08 - 2016.07