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Steven joined the OIA in July 2013 as Operations Manager. He has a professional services background and his last position was Senior Manager with PwC. Steven originally qualified as a Chartered Tax Adviser before moving on to operational roles. These roles have included the leadership and management of many complex IT project implementations and change management initiatives. Steven is also the non-executive director of a social enterprise which helps individuals with learning disabilities and mental health problems set up their own micro-businesses. As Operations Manager, Steven has a number of key areas of responsibility including IT system development, Knowledge Management, Finance, Risk Management and Facilities.
Administration and Enquiries Team
Tim joined the OIA in May 2011 as an Assistant Case-handler. Tim comes from a background in complaints handling, having been employed as a Caseworker for eight years with the Legal Complaints Service in Leamington Spa. His previous role involved the investigation and resolution of service related complaints made against Solicitors in England and Wales. In July 2012, Tim started a new role becoming the Enquiries Team Leader.
Christopher joined the OIA in February 2011 and primarily deals with telephone enquiries. He has previously worked for The Royal Bank of Scotland as a Complaint Handler and Quality Assurance Associate.
Cheryl joined the OIA in March 2008. Cheryl is a part time financial administrator whose tasks include the issuing and payment of invoices and handling credit control. Cheryl works closely with the company accountants, and with the various contractual services that the OIA uses. Cheryl arranges all aspects of travel for the office and also deals with various other office administration tasks as well as dealing with telephone enquiries. Cheryl previously worked for IBM providing secretarial support for 10 managers.
Katie has worked at the OIA since February 2013 initially as a temporary staff member and has now become an Office Administrator. Before relocating from Canada, Katie worked as a Ward Clerk in a tertiary hospital.
Mimie joined the OIA in April 2013 as a Casework Administrator. She comes from a background in complaints handling, having been employed as a case-handler for the Royal Bank of Scotland, HSBC and Citi Bank. She deals with enquiries from the general public.
Annaliese joined the OIA as a Casework Administrator in April 2013. She is primarily responsible for administration on behalf of external case-handlers and also responds to enquiries. Before joining the OIA Annaliese worked as a scientist.
Jo is a part time administrator who keeps our point of contact list up to date and supports home based consultants as well as dealing with telephone enquiries. She also collates the satisfaction surveys we receive back from students.
Liz joined the OIA in April 2008. After working in the Enquiries Team in a variety of roles she became an Assistant Case-handler in September 2010. She now considers whether cases are eligible for consideration by the OIA and makes decisions on certain cases.
Head of Leadership Office
Sarah joined the OIA in July 2013. She provides operational and administrative support to the Senior Management Team. She previously worked in a variety of senior administrative roles at the University of Reading, and has also worked for the NHS.
Michaela joined the OIA in June 2010 as HR Officer. She previously worked as HR Manager within the National Health Service for 5 years. Before relocating from Germany, Michaela graduated as senior civil servant with key responsibilities in Health & Safety dealing with severe industrial accidents and diseases.
Terry joined the OIA in January 2013 as HR Officer. He works part time, 3 days a week (Tuesdays, Wednesdays and Thursdays) providing support to the HR Manager, Michaela Hanbuerger. He has spent most of his working life in Human Resources working for GEO, PPC Worldwide, Quintiles and the Prudential. Whilst at the Prudential, Terry was elected as an employee representative trustee to the Prudential Staff Pension Scheme and was a careers advisor for the Chartered Insurance Institute.
Keshia has worked at the OIA since November 2009 initially as a temporary member of staff and then later became an Administration Assistant. She currently provides administrative support to the office and the home based consultants. Keshia previously worked at Bank of Ireland Mortgages as a Mortgage Case Handler
Home Based Consultant
Sandra is a consultant who works from home as a part time administrator. She ensures the integrity of the entries on our database. She also liaises with universities after a recommendation is made on a case.