Tom Deen

Management Consultant @BFY Group

Nottingham, GB

Led a 10-month transformation for a major energy supplier’s underperforming complaints function, from Discovery through Implementation. Embedded as acting Team Manager to drive change at the front line, achieving: 36% reduction in AHT, 32% reduction in complaint age, and 27% reduction in WIP, with measurable improvements in customer satisfaction and quality- Introduced sustainable frameworks and leadership coaching to strengthen operational capability and maintain compliance post-project- Applied a financial services background to enhance risk, control, and regulatory alignment across Ofgem and Energy Ombudsman standards- Delivered multiple high-impact initiatives, including a Water Tender bid, Contact Centre Dialler implementation, and Complaints Improvement programmes - consistently influencing C-Suite stakeholders through clear, evidence-based communication- Designed and embedded new operating models and process improvements grounded in customer-first principles and operational excellence.

University of Leeds

Bachelor of Science (BSc)