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Sue provides strategic direction and leadership on our Academy, quality, standards, accreditation and qualifications.

Sue joined The Institute in 2003 and became a Director in 2007. As Director of Academy, Standards and Quality Sue is responsible for providing strategic direction and leadership on quality, standards, accreditation and qualifications. Prior to joining The Institute of Customer Service Sue ran her own business providing consultancy, training and professional development services to a variety of clients including the BBC, a number of large financial service organisations and small businesses.

Previously Sue worked for over 20 years within the Financial Services sector where she held a variety of roles in service, management, professional development, assessment and coaching within sales, customer service and management environments. She also developed and embedded performance management processes and delivered a number of key HR initiatives. Sue is qualified as an Institute of Customer Service Assessor, customer service NVQ and apprenticeship assessor and an Internal Verifier for Retail Financial Services.

She has worked as a volunteer at The Birmingham Insurance Institute for over 20 years undertaking various positions before becoming deputy president and being elected as the Instituteā€™s president in 2008/9.

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