Rosie Tackley

Rosie Tackley Welwyn, United Kingdom Professional Summary - Adaptable and compliance-focused professional with over a decade of W:- experience in dispute resolution, quality control, and stakeholder management Skills assessing risk, and ensuring procedural integrity and confidentiality. Proven • Supervision and leadership • Quality assurance • Writing • Excellent communication • Team management - Remote and Hybrid • MS Office and CMS within regulated environments. Skilled in analysing complex information, ability to manage high-volume casework and lead teams in maintaining operational and ethical standards whilst delivering to targets. Experienced in collaborating with senior leadership and external stakeholders to resolve conflicts. Experience The Rail Ombudsman Service October 2021 - Current Lead Ombudsman • Directed the resolution of over 4,000 consumer cases annually, including over 400 adjudications, ensuring consistent application of quailty standards and legal reasoning, tailored appropriately for the final audience. • Managed and responded to service complaints about the Ombudsman team. • Collaborated closely with quality, risk, and compliance teams to monitor case outcomes and complaints, identifying systemic issues, and implementing governance improvements. • Maintained high levels of confidentiality and discretion while working with sensitive and complex case material involving vulnerable consumers and regulated businesses. • Trained and coached the Ombudsman team, improving consistency in decision-making and building internal knowledge of consumer law and internal standards. • Utilised CMS to present data-driven recommendations to internal stakeholders and external regulators, supporting continuous improvement in both customer service, and internal dispute handling. The Rail Ombudsman | Stevenage, UK November 2018 - October 2021 Ombudsman • Spearheaded the successful launch of the UK's first Rail Ombudsman service, establishing operational procedures, compliance frameworks, and case-handling protocols from the ground up. • Acted as a mediator translating complex legal concepts into accessible, empathetic communication, via phone and written channels working between consumers and corporate clients. • Investigated and resolved complex consumer disputes, applying in-depth knowledge of consumer law, industry standards and quality standards, in order to deliver impartial, evidence-based Adjudication decisions. • Regularly exceeded resolution and contact time targets, managing a high- volume caseload in a pressurised. environment without compromising on quality or compliance. • Maintained meticulous CMS records and produced high-quality documentation in line with internal quality assurance measures and contractual service standards. The Furniture Ombudsman | Stevenage, UK June 2017 - November 2018 Ombudsman • Mediating on furniture, removals and home improvement disputes between consumers and approximately 200 member companies. Shelter Legal Services | London, UK April 2012 - May 2017 Legal Support Manager • Operational Management of the Legal Administration Team, supporting solicitors across housing and community care law. • Oversaw case management, billing, and document preparation for court, ensuring compliance with regulations. • Coordinated client triage, referrals, and liaised with internal departments and external agencies. Sue Ryder | London, UK April 2007 - April 2012 Executive Assistant • Executive Assistant to Director of Healthcare and the Senior Leadership Team. • Managed executive calendars, scheduled appointments and meetings. • Assisted with preparation of presentations and reports using PowerPoint and Excel. Education Legal Practice Certificate - Commendation College of Law, London Graduate Diploma - Law – High Commendation University of Hertfordshire, St Albans Masters in Globalisation and Development - Merit Queen Mary University of London Bachelors in Business Studies and Information Management - 2:1 Sheffield University