Gary Thomas

Gary Thomas

About

Detail

Head of Customer Service
Cardiff, Wales, United Kingdom

Timeline


work
Job

Résumé


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  • Capital on Tap
    Head of Customer Service
    Capital on Tap
    Jan 2026 - Current (10 months)
  • Legal  General
    Head Of Customer Service
    Legal General
    Aug 2017 - Current (9 years 3 months)
  • Legal  General
    Revenue Generation Manager
    Legal General
    Jul 2015 - Aug 2017 (2 years 2 months)
  • Coop Legal Services
    Head of Operations
    Coop Legal Services
    Oct 2014 - Jul 2015 (10 months)
  • Tesco
    Homeworking Operations Manager
    Tesco
    Sep 2013 - Oct 2014 (1 year 2 months)
  • Tesco
    Operations Manager
    Tesco
    Apr 2010 - Oct 2014 (4 years 7 months)
    2010 – Present Tesco Plc
    Senior Retail Operations Manager
    • Managing and motivating a team of 160 FTE and 11 Team Managers and embedding a customer focused culture to facilitate optimum retention levels
    • Responsible for the site Customer Satisfaction strategy.
    • Performance managing the team and providing coaching as required to enable the development of essential skills and knowledge
    • Contributing directly to the success of a number of major change initiatives, including many multi-million pound projects, with full responsibility for the project lifecycle from concept to delivery
    • Heading up the cultural change program for the business, Identifying new practices and technologies to improve the business cul
  • British Gas
    Business Manager/Contact Centre Manager
    British Gas
    Jan 1995 - Mar 2010 (15 years 3 months)
    1995-2010 BRITISH GAS PLC
    2009 – 2010 Product and Services Manager – Direct Sales
    • Responsible for the launch of green products and services into the field sales P+L
    • Delivered over 24000 energy products from launch in the first year
    • Managed the cultural sales change into consultative doorstep selling strategy
    • Grew the customer base into the P+L for the first time in 6 years
    • Led the working party for the implementation for new hand held technology devices for sales team
    • Worked with a variety of external consultants to deliver Operational improvements/Resource planning transformation

    2005 - 2010 Business Manager Contact Centre
    • Playing a key role as head of the Tele-sales
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