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.• Monitored individual performance, providing coaching and training opportunities to struggling team members, improving customer service and colleague satisfaction.

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 including Leeds, Bradford, Hull, Wakefield, Sheffield and Glasgow.I also worked as product buyer and progressed to store management in a number of stores.During my time with HMV I completed various courses in management, and customer service handling.