Brandon Thwaites
Halifax
Summary
With over 10 years of experience in customer-facing roles, I have developed a strong passion for delivering exceptional outcomes and enhancing the customer experience. Throughout my career, I have worked closely with diverse individuals, refining my ability to understand their needs, resolve challenges, and provide effective solutions. I am deeply committed to making a positive impact, improving people's lives, and consistently striving to create meaningful, lasting connections that drive satisfaction and loyalty.
Overview
9
9
years of professional experience
2017
2017
years of post-secondary education
Work history
Customer complaints handler
Smile White LTD
Leeds
08.2025 - 09.2025
- Handled customer complaints, ensuring prompt and effective resolutions with empathy and professionalism.
- Acted as the sole Vulnerable Customer Champion, advocating for the needs of vulnerable customers.
- Played a key role in developing and implementing processes to enhance the experience of vulnerable customers.
- Worked to ensure that vulnerable individuals received tailored support and care throughout their journey.
- Identified areas for improvement and contributed to long-term process changes, driving positive customer outcomes.
Complaints Case Manager
Covea Insurance LTD
Halifax
03.2024 - 07.2025
- The key responsibilities in this job role is to take charge of your own work load, conducting in depth and detailed investigations into each case individually to ensure the customer has been treated fairly.
- This job role requires good communication through the telephone and emails between internal departments, external contractors, brokers, and the customer.
- It is also key to have knowledge of the FCA regulations.
- Another key responsibility is offering external support to the customers who are struggling with mental disabilities or living in unsafe environments.
Bar Manager
Next Level LTD
Halifax
01.2023 - 03.2024
- This role consisted of all of the points of my supervisor role, with added responsibilities such as creating cocktails for our seasonal specials, coming up with ideas to increase foot traffic into the business, attending meetings, organising the Next Level Festival firework event.
- I was entrusted with the finances of the business dealing with the cash flow and banking.
Restaurant Supervisor
Next Level LTD
Halifax
12.2021 - 01.2023
Bar Supervisor
Bees Knees Bars
Halifax
08.2021 - 12.2021
Cocktail Specialist
Bees Knees Bars
Halifax
11.2018 - 08.2021
Bar Staff
The Old Cock Pub
Halifax
12.2017 - 09.2018
Kitchen Porter
Brasserie & The Bull Bar and Restaurant
Halifax
01.2017 - 08.2017
Glass Collecting
The Old Cock Pub
Halifax
04.2016 - 11.2016
Education
English Language & Literature -
Trinity Academy
Mathematics - undefined
Trinity Academy
LEVEL 3 I.T DIPLOMA - undefined
Calderdale College
01.2015 - 01.2016
LEVEL 3 PHOTOGRAPHY DIPLOMA - undefined
Calderdale College
01.2016 - 01.2017
Skills
- Customer oriented approach
- Familiarity with company policies
- Multi-Tasking capabilities
- Time management expertise
- Dispute handling techniques
- Patience and composure
- Complaint triaging
- Awareness of cultural sensitivities
- Empathy for customer issues
- Confidentiality protocols
- Feedback collection methods
- Consistency and reliability
- Service mindset
- Complaint resolution
- Office administration
- Customer interviews
- Case closing
- Record-keeping
- Complex complaint management
- Investigative problem-solving
- Social media handling
- Empathy and compassion
Personal Information
- Date of birth: 04/25/99
- Gender: Male (He/Him)
Affiliations
- Painting & Creative outlets
- Movies
- Political Conversations
Timeline
Customer complaints handler
Smile White LTD
08.2025 - 09.2025
Complaints Case Manager
Covea Insurance LTD
03.2024 - 07.2025
Bar Manager
Next Level LTD
01.2023 - 03.2024
Restaurant Supervisor
Next Level LTD
12.2021 - 01.2023
Bar Supervisor
Bees Knees Bars
08.2021 - 12.2021
Cocktail Specialist
Bees Knees Bars
11.2018 - 08.2021
Bar Staff
The Old Cock Pub
12.2017 - 09.2018
Kitchen Porter
Brasserie & The Bull Bar and Restaurant
01.2017 - 08.2017
Glass Collecting
The Old Cock Pub
04.2016 - 11.2016
LEVEL 3 PHOTOGRAPHY DIPLOMA - undefined
Calderdale College
01.2016 - 01.2017
LEVEL 3 I.T DIPLOMA - undefined
Calderdale College
01.2015 - 01.2016
Mathematics - undefined
Trinity Academy
English Language & Literature -
Trinity Academy
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