Theo Hewett
About Theo Hewett
Theo Hewett is an Exceptions Lead with a diverse background in customer support, operations, and sales. He has gained experience in various roles across multiple companies in the UK and Spain, contributing to improvements in customer experience and regulatory compliance.
Work at Starling Bank
Theo Hewett has served as Exceptions Lead at Starling Bank since 2019. In this role, he has highlighted improvements to the payments process, which were implemented to enhance customer experience. His responsibilities include managing FCA complaints, ensuring adherence to correct categorization and timeframes, which has significantly reduced regulatory breaches. Additionally, he has drawn up proposals for Power of Attorney Accounts and Third-Party access, which were escalated to the Vulnerable Customer Manager.
Previous Work Experience
Theo Hewett has a diverse work history. He began his career as a Store Partner at Waitrose from 2010 to 2013. He then worked as a Customer Consultant at Carphone Warehouse from 2012 to 2014. Following that, he held various roles including Store Colleague at Doddle Parcels in 2015, HR Intern in Madrid in 2016, and Customer Support + Operations Consultant at Housekeep from 2016 to 2017. He also worked as a Photographer and Operations Assistant at Spotahome from 2017 to 2018, and as a Customer Service and Operations Agent from 2018 to 2019.
Education and Expertise
Theo Hewett studied at Queen Mary University of London, where he earned a BA Hons in Hispanic Studies from 2013 to 2017. He also attended Cranbrook School from 2007 to 2012, completing his GCSEs and A-Levels in Humanities, Sciences, Modern Languages, and Mathematics. To further enhance his expertise, he undertook additional voluntary training in MasterCard Chargeback Rules, Fraud, and Customer Vulnerability.
Professional Skills
Theo Hewett possesses a range of professional skills developed through his various roles. He has experience in customer support, operations management, and sales and marketing operations. His work has involved managing customer complaints, improving operational processes, and ensuring compliance with regulatory standards. His training in chargeback rules and customer vulnerability adds to his skill set, making him well-equipped to handle complex customer service scenarios.