Matthew Thomas
Linlithgow
Summary
A dedicated professional with expertise in staff development and performance reviews, team building, and process improvement strategies. Demonstrates strong team leadership and communication skills, coupled with empathy and active listening. Known for focused problem-solving, quick thinking under pressure, and creative solutions. Committed to driving organisational success through innovative approaches and continuous improvement.
Overview
2
2
years of post-secondary education
22
22
years of professional experience
Work history
Collection/Recoveries Lead
Deloitte
Remote
2025.01 - Current
- Led a cross-skilled WFH team handling secured lending, unsecured lending, litigation.
- Managed daily quality checks to keep 90%+, AHT within client tolerance.
Complaints Manager Lead (Operations)
Accenture
Remote
2023.01 - 2024.01
- Leading a large team of multi skilled complaint handlers within the FH&S (Financial Health & Support) space.
- Acting Unit/Delivery Lead throughout the duration of the project, liaising with client leads, senior leadership and stakeholders to ensure the project was on track and within parameters.
- 90%+ Quality, 100% - 115% Target achieved.
- Created strong rapport and connections within the client side that enabled better insight and ultimately led to the contract being extended with Accenture on multiple occasions.
- Analysing data daily, weekly and monthly to establish key trends to correct issues in a responsive manner.
- Minimal absence within the team and fostered a high energy, enthusiastic team who inhabited a want to succeed.
Complaints Manager Lead (Operations)
Accenture
Remote
2022.01 - 2023.01
- Leading a team of Pensions complaint managers to assist with the burn down of low, medium and high complex cases within LBG.
- 95%+ Quality, 100% - 125% Target achieved.
- Work closely with peers and project lead to drive the project to its best potential.
- Working with my team to assist with knowledge gaps and ad-hoc learns.
- Feeding back QA/QC to improve performance and developing relationships that enable honest communications to ensure maximum output is achieved whilst nurturing their wellbeing..
- Setting out clear guidelines for all to understand and follow with the core ideals of Respect, Honesty, Communication, Service and Stewardship.
Contact Centre Lead
Sedgwick Brand Protection
Remote
2020.01 - 2022.01
- Overseeing a team of complaint handlers across multiple languages across EUR and ROW contact centres to assist with client recall, remediation and retention.
- Assisting team members with customer complaint handling through one-on-one development, team meetings and regular check ins to encourage improved performance and give the customer the best experience.
- Feedback daily, weekly and monthly with QC and QA results to team members to encourage peak performance whilst inspiring open dialog to assist with development opportunities and learning gaps.
Team Leader (PPI Complaints)
Barclays Bank Plc
Poole
2014.01 - 2020.01
- Implement strong management skills to oversee a team of telephony agents within PPI mis-sale complaints and remediation.
- Applying one to one coaching, on the job observation, rapport building and open communication to drive a team to their best potential.
- Department cover in the absence of Operation Lead.
- Utilising methods such as – Energy & Attitude, Accountability Ladder, Magic Minute, Conversation Cycle, Intensity Reduction, Flexing Styles, Open Questioning, Peak Ending, ARK, One Great Call and Future Problem Avoidance.
- Site lead for CiVC (Customers in Vulnerable Circumstances).
Subject Matter Expert (PPI Complaints)
Barclays Bank Plc
Poole
2012.01 - 2014.01
- Assisting with complaint handling queries, workplace challenges, training, coaching, quality assurance and ensuring that all teams were aware of daily changes to processes and procedures.
- Integral in the implementation and redesign of security processes across the department, increased the effectiveness of security throughout telephony.
Office Manager
MB Wilkes Ltd
Wimborne
2009.01 - 2012.01
- Introduced retail revenue streams within a largely commercial business model.
- Updated bought-and-sold ledger from handwriting to accounting software.
- Reorganised transport and delivery to improve fuel time and driver efficiency.
- Defined job roles and company processes to meet demand and morale.
Transport Manager
BK Bluebird
Poole
2007.01 - 2009.01
- Arranged transport for static caravans across the UK and Europe.
- Supervised day-to-day loading checks and travel readiness with carriers.
General Manager
Beacon Hill Touring Park
Poole
2005.01 - 2007.01
- Managed all aspects of a seasonal touring park.
Education
B-TEC - Business & Finance
Bournemouth & Poole College
Bournemouth, EnglandBachelor of Science -
Anglia Ruskin University
2019.07 - 2021.06
Skills
- Staff development and performance reviews
- Team building
- Process improvement strategies
- Team leadership and communication
- Empathy and active listening
- Focused problem-solving
- Quick thinking under pressure
- Creative solutions
References
Available upon request
Affiliations
- Painting
- Home Improvements
Timeline
Collection/Recoveries Lead
Deloitte
2025.01 - Current
Complaints Manager Lead (Operations)
Accenture
2023.01 - 2024.01
Complaints Manager Lead (Operations)
Accenture
2022.01 - 2023.01
Contact Centre Lead
Sedgwick Brand Protection
2020.01 - 2022.01
Bachelor of Science -
Anglia Ruskin University
2019.07 - 2021.06
Team Leader (PPI Complaints)
Barclays Bank Plc
2014.01 - 2020.01
Subject Matter Expert (PPI Complaints)
Barclays Bank Plc
2012.01 - 2014.01
Office Manager
MB Wilkes Ltd
2009.01 - 2012.01
Transport Manager
BK Bluebird
2007.01 - 2009.01
General Manager
Beacon Hill Touring Park
2005.01 - 2007.01
B-TEC - Business & Finance
Bournemouth & Poole College