President & Vice Presidents

John Barnett

John is the former Commercial Director for Northern Powergrid
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Des Benjamin

Des was appointed as the president of the Institute of Customer Service in May 2012, taking on the role to represent the Institute in promoting awareness of the importance of customer service excellence and professionalism.
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Louise Beardmore

Working for United Utilities Group as Customer Services Director, Louise has held a number of senior positions at North West Water, Norweb Plc, Vertex and United Utilities.
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Julia Bloomer

Julia Bloomer is Group Customer Services Director at ALcontrol Laboratories, Europe’s leading independent food and waters laboratory services provider.
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Simon Burrow

Simon Burrow works for Premier Foods as a Strategy Advisor for their Subsidiary, Knighton Foods.
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Paul Carter

Chief Executive Officer, Hotelplan UK
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Dr Peter Carter

Dr Peter Carter OBE - Independant Healthcare Consultant
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Mark Day

Mark started his professional life with Crookes Healthcare (subsequently Boots Pharmaceuticals) and then moved to the Automobile Association where he embarked on his Human Resources career path.
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Graham Edwards

Chief Executive, Wales & West Utilities (WWU)
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Peter Farrer

Peter joined the Water Industry in Scotland 30 years ago after graduating from Heriot Watt University as a Civil Engineer.
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Tracy Garrad

Tracy Garrad is the Chief Executive Officer of HSBC Channel Islands and Isle of Man
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Alison Jones FCCA CTA MCMI

Alison Jones is the Brand Director of Volkswagen Passenger Cars
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Jo Marshall

Jo Marshall is an Executive Director of YPO, the largest publicly-owned buying organisation in the UK.
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Jamie McDonald

Jamie is Customer Experience Director for Carillion plc responsible for designing and driving great Customer service across all their world-wide operations.
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Kelly McFarlane

Kelly Macfarlane is Managing Director, Customer Service and Retail at Thames Water
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Jo Moran

Jo is Head of Customer Service at Marks & Spencer. During her 22 years experience with Marks & Spencer, Jo has progressed through a varied range of roles.
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Gerry McGarry

Gerry is business director of BPI Recycled Products, Europe's largest recycler of polythene film as well as being the leading manufacturer of recycled products across many B2B market sectors.
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Jonathan Preece

Jonathan Preece joined GSK as Director, Global Customer and Service Management, Finance Services on 12 January 2015. Jonathan joins the Global Finance Services Leadership team and is based out of West London.
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Nigel Purveur

Nigel is Managing Director of Capita’s Insurance Services Division. His client base includes, Zurich, Prudential, Friends, Abbey Life, Axa and MetLife.
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Peter Sinden

General Insurance Strategy Director
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Nick Sterling

Nick is Managing Director of Osborne Property Services (OPSL), part of the Osborne Group, and sits on the Group Leadership Team.
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Jo Upward

Jo is the Managing Director at Platform an experiential design company. Platform works with customers to get to the heart of their customers through engaging digital, environmental and strategic communications and experiences.
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Trafford Wilson

Trafford Wilson is the Managing Director of Customer Service for BT Business
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