President & Vice Presidents

Angela MacDonald

Angela is Director General of Customer Services at HMRC.
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Ben Bax

Ben Bax has recently become a Consultant, after spending over 10 years as a Customer Service Director.
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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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Joanne Casey

Joanne Casey is a Homes Board Director at Mactaggart & Mickel.
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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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Dr Peter Carter

Dr Peter Carter OBE - Independant Healthcare Consultant
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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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Kathryn 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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