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Meet the team: Introducing Shaun Chambers, relationship manager

Ombudsman Services | May 29, 2020


Q: When you did join Ombudsman Services and how have you progressed through the organisation?

A: I joined Ombudsman Services on 28th September 2015 (my birthday) whilst I was at University. I started as an Enquiry Officer on evenings working back office for our enquiries department, responding to consumers via email and letter. In July 2017, I was promoted to Senior Enquiry Officer, helping with training, quality checks, and supporting our teams of Enquiry Officers. I was also offered a great opportunity to travel to the UK on our company roadshow, reaching vulnerable consumers around the country while speaking with Citizens Advice and MP’s from various places. This was a real privilege for me to be a part of. It allowed me to grow as a person and learn some skills which I use in my daily life. In May 2019, I joined the team of Relationship Managers alongside Dan Bowler and Laura Williamson which I am really enjoying.

Q: What does your current role involve and what are your priorities / key areas of focus?

A: Working as a Relationship Manager, my role involves liaising with our partners on a regular basis and ensuring that they have a point of contact. I want to ensure that our partners are empowered to reduce consumer detriment using powerful insight and an impartial approach to complaints handling, being a critical friend that they can trust. I am regularly found on the move going to my next meeting with one of our partners, which locations can span from Scotland to Barcelona. Through my regular meetings, conference calls, and continued support I aim to share best practice, share knowledge, insight, and continuously exceed those shared aims with our partners. This year, we are embedding those new rhythms and routines, ensuring that our partners are kept in contact, are seeing the value of our service updates and partners' website. We want to get the most value from our SLP and vulnerability events, so the teamwork hard on making sure that we deliver the best each and every time. We continuously receive feedback from our partners on our service, so being the voice of the partners internally is a key part of the role, ensuring that they are heard.

Q: Tell us a bit about your life and career before you joined Ombudsman Services.

A: Just before coming to Ombudsman Services, I worked part-time at a bowling alley whilst studying for my degree in Nutrition and Health at Edge Hill University in Lancashire. Whilst at University, I worked on multiple campaigns and managed various projects around the university. One of the campaigns we did was on overweight and obesity around the campus. We had to pitch to the University reasons why it was essential to their wellbeing commitments to have some healthy on-site catering options. The campaign ended up spanning further than this and we ended up having a wellbeing week with various activities with a panel of students pulling together including the trainee doctors, nurses, mental health, and even economics for financial health.

Q: How do you enjoy spending time outside of work?

A: As my partner is an architect, he has a keen interest in historic buildings, so when I am not working, we usually spend as much time visiting tourist hotspots around the country with the dog. I really enjoy walking and cycling, so I can be found walking Ingleton Waterfalls or cycling through Delamere forest. I am a very sociable person (which is a good trait for this job), so I spend as much time as I can with friends, either after work or on a weekend. Something we all love to do together is go camping in Wales when the weather is nice and have some drinks around a campfire while playing daft games. During the festival season, I love going to gigs and festivals with my friends.

Q: Give us one surprising fact about you or your ‘claim to fame’.

A: I have met a few celebrities, but mainly soap stars like Adele Silva on the roadshow (Kelly Windsor – Emmerdale), John Partridge in a club in Manchester (Christian Clarke – EastEnders) and Helen Worth in Malta on holiday (Gail – Coronation Street). I also live in the same town that Rick Astley grew up in. Apart from that, I did a radio interview with our last CEO, Lewis Shand Smith, in Bradford about Ombudsman Services and what our services offer to consumers which I didn’t expect.

Q: What’s your favourite meal?

A: I am a big foodie, but my favourite meal has to be Paella – What’s not to love!? If that’s out of the question, I will settle on chicken and mushroom risotto.

Q: What’s your favourite film of all time?

A: It really depends on my mood; If I need a laugh, it has to be Austin Powers Goldmember. If I want something to watch in bed with a coffee on a Sunday morning, it has to be The Devil Wears Prada.

Q: If you could choose to visit one place in the world that you’ve never been to, where would it be?

A: I am quite a well-travelled person, but I have always wanted to visit Asia but not had the chance yet. I would love to see Thailand – It just looks idyllic!

Q: If you were to win the lottery tomorrow, what would be the first thing you’d buy or do?

A: I’d have to go on an around the world cruise and decide what I am doing to do with all my money. I would start a charity that focuses on the holistic wellbeing of children and young adults.

Q: Getting musical and thinking of the bands and artists you like, do you have any guilty pleasures?

A: I love so many different types of music, but mainly EDM, but my guilty pleasure is Will Young – Yikes! Did I say that out loud!? – Think I better leave right now…