In his current role Jamie is responsible for using Customer-centricity and advocacy as a driver of improvement across the whole business, putting Customers at the heart of the organisation and using their voice to challenge, critique and transform the wider business. In previous executive Customer leadership positions with Carillion, Ventura (now part of Capita) and Mitie, he was responsible for ensuring that his Clients and his Clients’ Customers got an experience that was effortless, allowed them to work efficiently and effectively and achieve their own goals, and resulted in them being promoters of the organisation.
His particular mission in his role as a Vice President of the Institute (since 2013) is to help Customer-focused activity in service organisations reach the levels of excellence achieved by consumer organisations, and in-turn to help develop the whole sector in the UK. He’s been responsible for strategic design and leadership, and tactical direction and management, of every element of Customer journeys across a wide range of B2B and B2C sectors and industries including very large contact centre Customer service, back-office and support functions, and domestic & commercial field operational delivery. He’s got a particular passion for the essential Customer care activities of customer satisfaction measurement, complaint management, and social media customer engagement.
He was incredibly proud that his team won the “Best Employee Engagement Strategy” in the National Customer Satisfaction Awards in March 2017, and that he was named as “Customer Service Strategic Leader of the Year” in the same awards in March 2015. In addition he was winner in 2012 of both “Customer Service Director” of the year, and his team “Contact Centre of the Year”, in the Call North West Awards. He’s also led two organisations to achieve ServiceMark, one with a Distinction.