Tony Thompson

Complaints Manager @NatWest

As a Complaints Manager, I lead and develop a high-performing team while also influencing cross-functional groups to drive excellence in complaint handling. I take a data-driven, analytical approach to identify trends, root causes, and areas for improvement, using insights to guide strategic decisions and continuous experimentation. My focus is on delivering exceptional customer experiences, increasing satisfaction, and ensuring fair outcomes. At the same time, I prioritise building an engaged, motivated workforce by fostering a culture of learning, accountability, and innovation.