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Thomas Webster

@thomaswebster

Customer support agent at Unity 4, supporting charity campaigns and resolving customer enquiries with care.

At Unity 4, I provide customer support and handle sensitive conversations, using my safeguarding and trauma-informed training to recognise when someone may be vulnerable. I also support new starters as they settle into the role.

Previously, at Leads.io (GreenMatch, BoilerGuide), I handled customer enquiries and complaints, recorded interactions in the CRM, and worked with the team to improve call scripts and processes. At Unity 4, I supported charity campaigns by answering supporters’ questions, processing donations, and signing up new supporters while following GDPR and data protection procedures.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Unity 4

May 2025 - Present (1 year 6 months)

Delivers professional customer support, handling sensitive conversations with empathy and using safeguarding and trauma-informed training. Supports new starters and writes clear, professional communications.

Customer Support telephone etiquette Empathy Safeguarding Trauma Informed Care CRM Microsoft Office

Telephone and Customer Service Agent

Leads.io

Aug 2022 - May 2025 (2 years 9 months)

Handled inbound and outbound calls, resolving enquiries and complaints with empathy and professionalism. Recorded interactions accurately in CRM and contributed to process improvements.

Inbound Calls Outbound Calls Complaint Handling De escalation Active Listening CRM Data Entry

Telephone Charity Support Agent

Unity 4

Dec 2015 - Feb 2022 (6 years 2 months)

Provided compassionate support to charity supporters, processing donations and recruiting new donors. Maintained accurate records and ensured GDPR compliance.

Non Profit Support Donation Processing Supporter Experience CRM GDPR Data Protection