Building Trust Through Connection: Meet Tom Thwaites, Torque IP’s New Client Relationship Manager

Welcome to Torque IP, Tom!  Can you tell us a little bit about your new role?

As a Client Relationship Manager, my core responsibility is to ensure our clients’ needs are prioritised and our commitments are consistently delivered whilst fostering a collaborative approach to achieve the agreed outcomes. Taking full ownership of client welfare, coordinating the right Torque IP expertise for each project, and closely monitoring progress to ensure timelines and milestones are met, always aiming to go the proverbial extra mile.

You bring a strong understanding of the New Zealand security landscape. What drew you to this industry originally?

My interest in the New Zealand security industry began with a desire to make a meaningful impact on public safety and organisational resilience. I was drawn to how security blends technology, governance, and people-focused strategies to protect communities and infrastructure. Early hands-on experience with physical security systems like CCTV and EACS gave me a strong foundation and appreciation for the real-world importance of these tools.

More recently, I became increasingly motivated by the strategic role security plays in enabling trust and operational continuity. Working on initiatives like the Torque IP Protective Security Framework (TIPSF) has shown me how integrated approaches, spanning physical, digital, and cultural dimensions, can transform how organisations manage risk. With the industry evolving rapidly through digital transformation, I’m excited to be part of shaping its future in Aotearoa.

How would you describe your consultative approach when working with clients?

I like to follow a principle known sometimes as the 3 R’s – Receive, Review, Respond.

Simply, this method initially involves actively listening, questioning, and gathering as much information as relevant from the off.  This allows for the opportunity to assess requirements thoroughly, identifying key issues and considering any implications. It’s about being present and open, ensuring the message is fully understood before taking any action, whilst clarifying any uncertainties before proceeding.  The final step is about delivering a clear, timely, and well-considered reply. Whether it’s providing a solution, offering feedback, or confirming next steps, the focus is on closing the loop with professionalism and purpose. Ensuring the response adds value and importantly where clear communication and responsiveness are key to building trust and maintaining strong relationships.

What’s something you’ve learnt about the company or team/s that stands out to you?

I’ve been genuinely impressed by the depth of talent and expertise across the team at Torque IP. It’s clear that we’re not just a group of skilled individuals, but a cohesive unit that collaborates seamlessly to deliver outstanding projects and trusted, independent advice to a diverse range of clients.

And outside of work, how do you like to spend your time or recharge?

With two young children opportunities to recharge are a little limited at times, most weekends we’ll spend on the sidelines of the rugby pitch or at swimming lessons, with occasional birthday party thrown in for good measure.

When I do have a few hours to myself, I enjoy taking an expensive and often frustrating walk around a golf course, chasing balls that never seem to go where I want them to.