Institute people

Senior team

Jo Causon, chief executive

Jo Causon took up her appointment as chief executive of The Institute of Customer Service in March 2009.

Jo joined the Institute from the Chartered Management Institute, where she had been director of marketing and corporate affairs since July 2005. She previously held director roles in brand and business consulting and prior to that was both head of group marketing and strategic executive to the director-general at City & Guilds. Jo also has over eleven years experience in the financial services sector.

Under Jo's leadership the Institute has worked in partnership with its members and other stakeholders in realising the increased return on investment that excellent customer service can deliver and the role it can play as a motivator for those working within an organisation, enabling those organisations to keep their talent as well as their customers.

She also believes that by working to develop customer service excellence organisations will not only survive the current challenging economic conditions but will also prosper and help to lift the UK out of recession earlier than would otherwise have been the case.

Contact Jo at jo.causon@icsmail.co.uk.

Sue Glynn, director of policy, standards and qualifications

Contact Sue at sue.glynn@icsmail.co.uk.

Bill Leonard, director, finance and internal services

Bill is a finance professional and prior to joining the Institute he was Director of Finance & Administration for the Chartered Management Institute. In this role he had responsibility for the overall financial management of the Institute and its Information Technology and Human Resource functions. He also established the Management Standards Centre (MSC) in 2000, which is the UK Government recognised body for the development and promotion of National Occupational Standards in Management and Leadership.

He previously held similar director level positions in both the public and private sectors and spent a significant time in corporate and divisional roles within BAe Systems, where he operated as Divisional Finance Director and latterly as Vice President, Finance in BAe’s USA operations in Washington.

He also recently led on a Leonardo funded pan–European project looking at business adviser competencies and the development of web–based tools to support them. He is a member of the Chartered Institute of Management Accountants, the Chartered Management Institute, the Institute of Business Advisers and the Institute of Directors.

Bill, who was born in Manchester, is married with three children and now lives in Godalming, Surrey.

In his spare time he likes to keep himself fairly active, by skiing in the winter and playing tennis in the summer — whenever the weather permits! He has also competed in a couple of marathons in the past — including The London Marathon. He also likes to travel and explore new places and also has very eclectic tastes in music.

Contact Bill at bill.leonard@icsmail.co.uk.

Membership development team

These are The Institute's account director contacts for members.

Business development team

These are our contacts for organisations interested in joining The Institute.