Thomas Ratcliffe Email & Phone Number

Supporting with the daily operation of multiple constructions sites, across multi disciplines including:- Digging trenches and compacting earth for drainage and foundations.- Supporting the delapse of warehouses.- Organising and preparing construction sites.- Loading and unloading of raw materials.- Following instructions from site managers and implementing construction plans.- Assisting skilled tradespeople in their duties.

Manchester, United Kingdom

Analyse, review and implement new change requests, including robotic automation solutions, on behalf of the businesses remediation department, submitted by senior stakeholders and regulators. Manage all aspects of each change request from receipt to implementation; analysis, feasibility, budget, schedule, process design/validation, training, stakeholder management/analysis, benefits analysis. Engineer Business Requirements via workshop and interview facilitation, translating both operational and IT language into appropriate format. Negotiate with internal and external stakeholders and third party suppliers to validate requirements. Design Business Processes and Customer Journey maps to support the building of Business Cases. Identify problems and solutions to support the best journey for the customer and process for the business.Additional Responsibilities included:- Own and manage project and process collateral - including policy and procedure guide build and maintenance- Identify, manage and mitigate risks (RAID)- Author local and business wide communications- Training and accreditation facilitation- Deputise for Change Lead: attend steering meetings and chair monthly forums- Perform biannual reviews of processes and associated collateral to ensure compliance to regulations.

Manchester, England, United Kingdom

- Assist Project Manager on regulatory sanctioned, industry wide Complaints Transformation project.- Act as an SME of complaints to support the building of new customer centric processes, compliant to complaint regulations.- Create online training material and tool, utilised business wide to inform, train and imbed new complaint regulations.- Facilitate all face-to-face training of the new complaint regulations to all leaders across the business and branch network, visiting each regions flagship.

Manchester, England, United Kingdom

Led a team of 10 colleagues made up of both complaint investigators and coordinators.- Manage the receipt of all new complaints into the operation, ensuring the acknowledgement and capture of details was completed within regulated timeframes.- Manage complaint investigators stock, ensuring resolutions where reached successfully, on time and within regulations.- Answer and support customers escalated complaints.- Facilitate one-to-one monthly progress reviews with each member of the team and support colleague progression, improvement.- Perform monthly quality checks on team members work, ensuring a consistent approach to investigations, outcomes and regulatory compliance.- Reviewed business and market changes to anticipate incoming complaint trends.

Manchester, England, United Kingdom

- Investigate escalated customer complaints (general and product specific) within FCA Dispute regulations.- Act as a Subject Matter Expert (SME) of complaints, customer journey and experience improvements.- Deputise for Team Leader, supporting with team meetings, daily briefings and represent at senior stakeholder meeting.

Manchester, England, United Kingdom

- Support customers with new and existing product applications.- Deputise for Team Leader: chair daily and monthly team meetings.- Identify and support process and customer journey improvements.

Manchester, England, United Kingdom

- Support customers with general banking enquires and complaints.- Identify and suggest process and customer journey improvements.- Act as a Customer Service SME, supporting colleagues with complex customer queries.- Deputise for Leaders, chairing team meetings, supporting with complaints, payment authority, holiday requests.

Business Analysis (Foundation), Business Analysis

Bachelor Of Arts - Ba, Television And Radio (Hons)

A-Level, Art, English Lanugage, Media Studies

Gcse, 8 A-C ; A - English, B Maths, B(Double) Science