Thomas Burley

Experience

• 

  DRAYTON PARK GOLF CLUB LIMITED

  Jun 2015 - Aug 2015

  Greenskeeper

  A temporary role undertaken whilst at Millfield maintaining Drayton Golf Course working closely with the team of Greenkeepers to ensure the course was well maintained at all times to ensure the highest levels of customer satisfaction.

• 

  Hospitality RE

  Jun 2016 - Jun 2016

  Waiter
• 

  GWR

  Jul 2016 - Aug 2016

  Customer Service Representative

  Employed as a customer service representative ensuring passengers had a pleasant hassle free journey.

• 

  RM plc

  Aug 2016 - Oct 2016

  Customer Service Representative

  My role at RM was focused around the tables checking exercise which is conducted annually ranking schools (both state and independent) based on the performance of their students. The role entailed strict adherence to guidelines outlined by the DfE to ensure the process was as equitable as possible.

• 

  Threebrothersburgers

  Jun 2018 - Mar 2020

  Bar Staff/ FOH

  A customer centric role working in a busy and immensely successful independent restaurant in Bristol’s harbour side whilst completing my studies. Up-selling meal deals as well as ancillary products was essential to Three brothers success and was integral to the role.

• 

  RaveRight

  Sept 2018 - Sept 2020

  Co-Founder
• 

  Abbott

  Mar 2020 - Feb 2021

  Complaints Investigator

  Aa complaints investigator within Abbott’s R&D division, I was tasked with investigating diabetes equipment returned by customers to establish if/why the error occurred and in turn highlighting these issues to minimise manufacturing defects, regulatory concerns and fundamentally protect consumers. The role required strong adherence to the stringent company policies and regulatory legislation.

• 

  Gigaclear

  Feb 2021 - now

  I lead a dedicated team of 11 professionals, ensuring seamless customer journeys and operational excellence in the ISP sector. Together, we manage critical touchpoints in the customer lifecycle, including: • Handling cancellation requests with a focus on retention and satisfaction. • Resolving pre-live queries, ensuring customers are informed and confident before activation. • Streamlining order-to-activation communications, providing timely and transparent updates. • Managing complex installation queries, delivering tailored solutions for unique customer needs.I am passionate about fostering a high-performing team culture, where collaboration and efficiency drive results. With a customer-first mindset and a focus on continuous improvement, my team and I strive to enhance customer trust, loyalty, and satisfaction. Show less The Customer Loyalty Team is predominantly focused on upgrades, renewals as well as the cancellation and churn rate of our customer base. As Team Lead, I assist the Customer Loyalty team (team of 17) with any escalations and complaints that arise during any of the aforementioned areas. I am also responsible for reporting on the team’s success, reviewing and improving existing processes with other stakeholders within the business and ensuring that we are meeting our regulatory requirements. I am also responsible for the onboarding of new agents and complete 1:1s with the the team on a monthly basis. Show less

  • Customer Enablement Manager

    Jan 2024 - now

  • Product Owner

    Jun 2023 - Dec 2023

  • Team Lead of Customer Loyalty

    Jan 2023 - Jun 2023

  • Senior Customer Loyalty Advisor

    Feb 2022 - Jan 2023

  • Customer Loyalty Advisor (Customer Retention)

    Jul 2021 - Feb 2022

  • Customer Service Representative

    Feb 2021 - Jul 2021