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Rethinking the world of work: impact on service delivery

Join us on Monday 4 October to explore how organisations are managing the impact of new ways of working, whilst looking at processes, strategy and culture.

As organisations continue to navigate through these challenging times, Francesca Rea, Director of Customer Service & Service Delivery at NewDay; David Roberts, MD of Nu-Heat and our CEO, Jo Causon, will explore how organisations are managing the impact of new ways of working, whilst looking at processes, strategy, and culture.

About David Roberts – Managing Director at Nu-Heat

David Roberts

Nu-Heat is a leading UK provider of underfloor heating and renewables systems to homeowner and trade customers who are all looking to create warm and comfortable homes.

Prior to joining Nu-Heat, David has held various senior positions across a range of disciplines in manufacturing, utility and services businesses and has been most inspired where he has found closest alignment between his own personal vision and values, and the vision and values of the organisations he has served.

David firmly believes in the importance of clarity of purpose, leadership that listens, exceptional service and the entrepreneurial spirit in organisations, and that when these elements combine well, happy people deliver strong results and a brand worthy of trust.

About Francesca Rea – Director of Customer Service & Service Delivery at NewDay

In May 2014, Francesca joined NewDay as Director of Customer Service & Service Delivery where she is a member of the Senior Leadership team running the teams across E servicing, mobile App, Digital Messaging, Customer Service, Complaints, Underwriting and Optimisation to drive a transformation to move the business towards greater Digital adoption.

Prior to that Fran worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has lead successful transformations and created award winning customer service experiences. Fran’s strengths lie in customer focus and insight, transforming service experience in a cost effective way using technology, automation and digital applications, engagement and customer experience to enhance customer journeys.

About Jo Causon – CEO at The Institute of Customer Service 

Jo Causon

Jo joined The Institute as its CEO in 2009. She has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability.

Any questions, please email


Mon 4th October 2021


13:00 - 14:00

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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