President & Vice Presidents

  • David Roberts

    David Roberts is Managing Director at Nu-Heat.

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  • Francesca Rea

    Francesca is Director of Customer Service & Service Delivery at NewDay Ltd (Financial Services)

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  • John Barnett

    John is Director of Operations (Energy Services) at nPower

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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 head of Learning & Development at AESSEAL plc, a world leading specialist in the design and manufacture of mechanical seals and support systems.

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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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  • Barry Connolly

    Barry is the lead for the Everyday Banking business at RBS, accountable for the programme to transform PBB into a customer experience led business

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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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  • Ben Fletcher

    Ben Fletcher is President of the European Region at Clarks

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  • Mark Gait

    Mark currently has responsibility for delivering Customer service to O2’s 25m customers.

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  • Matt Gore

    Matt has more than 25 years’ Insurance Operations experience and includes Prudential amongst his previous employers.

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  • Jeremy Hyams

    Jeremy Hyams is CEO at Claims Consortium Group, a provider of property claims handling to many of the UK’s major insurers and brokers. Jeremy has been an advocate for exceptional customer service since establishing Claims Consortium in 1996.

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  • Alison Jones FCCA CTA MCMI

    Alison Jones is the Brand Director of Volkswagen Passenger Cars

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  • Sian Jones

    A strategy, transformation, technology and digital commerce executive, with a proven track record in large global B2C and B2B companies, Sian is currently CEO at Xoserve.

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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 & Business Transformation Director at Engie

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  • Kelly McFarlane

    Kelly Macfarlane is Managing Director, Customer Service 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 Managing Director bpi Recycled Products

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  • Katherine O'Brien

    First Group Customer Experience Director of TransPennine Express

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  • Jonathan Preece

    Jonathan is Core Business Services Leader at GSK

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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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  • Mark Robinson

    Mark leads the Customer Contact functions as well as the Fulfilment functions for John Lewis.

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  • Peter Sinden

    General Insurance Sales & Service 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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