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Nicola McIver

Nicola studied English Language and Linguistics at The University of Kent for 3 years, where she was very much involved with organising Keynote Speakers for The Kent Law Society. This allowed her the opportunity to attend and host lectures given by experts in a wide range of industries. She is fluent in Portuguese and English and worked as an Accounts Administrator/Translator during her time at University. After her studies, she spent a year teaching English in Brazil.

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Kirstie Ward

Kirstie has over 8 years’ experience in customer facing roles, gaining key skills and understanding relevant to her role as Contact Advisor. She started her career in industrial PPE sales and worked her way from Customer Service Advisor to Customer Account Executive, holding responsibility for key accounts. She then moved to a plant hire company, where she quickly progressed from Desk Controller to Hire Desk Manager, overseeing the hire team and acting as deputy depot manager.

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Hannah Gilbert

Hannah studied Law at the University of Essex graduating with First Class Honours in 2018. Having worked in consumer facing jobs since she was 16, Hannah is well versed in complaints handling. Her role as a Shift Leader within retail whilst at university helped her to develop her communication skills. Hannah was also an active member of her university’s Law Society Board, using her initiative and the feedback of fellow students to ensure the events she organised focused on their needs. After rigorous training, Hannah is now applying her legal knowledge and people skills in her role as a Contact Advisor for the Rail Ombudsman.

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Claire Osborne

Claire studied law at the University of Reading and graduated in July 2018. Throughout the duration of her degree, Claire gained valuable legal experience by participating in extra-curricular activities such as Mediation and Street Law. The Street Law programme allowed Claire to develop her communication skills when working with students in the local area, on laws surrounding social dangers they may face. Claire has previous experience working in customer service and has joined the team as a Contact Advisor.

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Gumina Dhesi

Gumina graduated in Law from the University of Keele with honours in 2018.
Through the course of her studies she gained valuable experience at the County Court, gaining communication skills as well as the opportunity to work with people from all walks of life. Gumina previously worked as a telephone interviewer, providing her with key skills which are directly applicable to her role at the Rail Ombudsman.

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Anthony Lewicki

Anthony Lewicki has worked for almost 25 years in a professional customer service environment working for various blue-chip companies. More recently, his career has involved working and gaining experience within IT and providing support on multi-lingual, international and European helpdesks. Anthony’s expertise also encompasses 14 years’ of experience of working within a professional legal environment where he also studied Law at ILEX level.

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Kiran Afsar

Kiran read Law at the University of Hertfordshire graduating with Honours in 2018. During her studies she gained a diploma in Trial Advocacy, Debating and Mooting. She has four years of customer service experience as a Team Leader. Prior to this she worked in the Banking and Finance sector at a corporate and retail platform.

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Louis Brooks

Louis studied law at the University of the West of England and graduated with honours in 2017. During his time at university, Louis was a member of the law society and engaged in extracurricular activities. Prior to working at the Ombudsman Louis worked as a logistics administrator where he gained valuable customer service experience. Louis is currently completing his LPC and aims to complete his masters in the future.

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Grace O’Neill

Grace studied Crime and Investigative Studies at Anglia Ruskin University in Cambridge and graduated with honours in October 2018. Alongside her studies, Grace has gained invaluable experience in customer service roles before becoming a member of the Dispute Resolution Ombudsman team in August 2018.