Thomas Cleaver
About Thomas Cleaver
Thomas Cleaver is a Product Governance Manager at Policy Expert, where he has worked since 2021. He has extensive experience in customer relations and product governance, having held various roles at Policy Expert and other organizations.
Current Role as Product Governance Manager
Thomas Cleaver currently holds the position of Product Governance Manager at Policy Expert, a role he has occupied since 2021. In this capacity, he is responsible for managing and coordinating third-party product governance reviews. He ensures effective communication with key stakeholders and conducts internal audits and reviews of products, adhering to the established governance framework. His work includes providing detailed commentary on product reviews to identify areas for improvement and recommend changes.
Previous Experience at Policy Expert
Thomas Cleaver has a substantial history with Policy Expert, having worked in various roles since 2013. He served as a Customer Relations Expert from 2013 to 2014, followed by a position as Senior Customer Relations Expert from 2014 to 2015. He then took on the role of Customer Excellence Manager from 2015 to 2019, before becoming Head of Service and Support from 2019 to 2021. His tenure at Policy Expert has provided him with extensive experience in customer relations and service management.
Experience at Virgin Active
Thomas Cleaver worked at Virgin Active in two capacities. He began as a Membership Consultant in 2010 for a period of five months in Oxford. He later returned to Virgin Active as a Senior Membership Consultant, serving from 2010 to 2012 for two years in Oxford. His roles involved engaging with members and enhancing their experience within the fitness environment.
Background in Customer Service
Before his roles at Policy Expert and Virgin Active, Thomas Cleaver gained valuable customer service experience at Parkwood Leisure, where he worked as a Customer Service Advisor from 2006 to 2010. He also served as a Senior Membership Consultant at David Lloyd Leisure in 2012 for eight months. These positions contributed to his expertise in customer relations and service excellence.
Contributions to Product Governance
In his current role, Thomas Cleaver plays a significant part in preparing annual FCA reports, focusing on fair value, pricing practices, and risk management. He regularly benchmarks products and presents metrics with actionable recommendations in Governance and Board meetings. Additionally, he assists product managers in ensuring compliance and good governance in new product developments.