Patrick Thorpe Email & Phone Number

Manchester, England, United Kingdom

I manage the UK complaints operation for Raisin. I am responsible for the complaints process and effective performance of the department. I manage all FOS communications and file requests as part of my role.

Leeds, England, United Kingdom

I managed a team of Fraud Experts for a major UK banking group to safeguard customers and the bank from fraud and scams.

Leeds, England, United Kingdom

• Led a team of 10 members for a major UK financial services company while providing exceptional customer service.
• 100% quality record over 3 years handling complaints to maintain my own competence in role
• Facilitated performance improvement for associates through daily coaching and regular appraisals.
• Embraced the challenge of remote working and maintained team quality and performance standards
• Ensured up-to-date knowledge of regulatory developments, quickly and efficiently communicating necessary process changes to maintain compliance.

Leeds, England, United Kingdom

• Completed internal end to end checks on banking complaints dealt with by complaint handlers for a major UK financial services provider to ensure they were giving fair outcomes and following all required processes.
• Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
• Expertly guided quality processes by employing outstanding working knowledge of Packaged Bank Accounts.
• Investigated complaint handler's overall understanding of customer concerns to address areas of improvement, eliminate non-conformance and increase customer satisfaction.

Leeds, England, United Kingdom

• Investigated and resolved customer concerns end to end in relation to mortgage and banking complaints.
• Assisted in identifying areas of improvement, eliminate non-conformance and increase customer satisfaction.
• Maintained a very high quality record which led to my promotion to a quality assessor role.

Leeds, United Kingdom

• Liaised with commercial customers who had sent in termination of contract letters and expressed a desire to switch supplier.
• Established root cause of their reasons for leaving and offer a solution to enable them to renew their contract and retain their custom.
• Exceeded sales goals by using consultative and value-driven approach.
• Established and maintained client relationships through superb communication.
• Fostered relationships with customers to expand customer base and enhance loyalty and retention.

Leeds, United Kingdom

• Coached and tutored young people who had limited work experience in skills to attain and sustain employment.
• Assisted with writing resumes and coached interview skills.
• Set up employer work experience schemes.
• Attended job fairs and visited classrooms to provide a wide range of information to prospective job seekers.
• Worked with team to continuously improve career and placement opportunities for students.

Leeds, United Kingdom

• Managed a contact centre of 60+ staff including 6 team leaders.
• Ensured the operational efficiency of the centre in line with client contractual requirements.
• Designed and implemented training programmes for the centre to enhance productivity.
• Instigated and managed the complaint reporting and resolution programme in line with regulatory requirements at the time.
• Improved call centre operations by hiring efficient, hardworking and knowledgeable staff.
• Developed quality assurance standards and established targets for all staff.

England

• Managed and trained staff in a several stores and also worked as product buyer and store manager.
• Utilised expertise in visual merchandising to create eye-catching window displays to encourage increased footfall.
• Provided an outstanding in-store experience through positive and attentive customer service.
• Continually replenished stock in line with sales records for well-maintained displays and customer ease.During the next few years I managed and trained staff in a number of HMV warehouses based in different UK cities.