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Glynis Hobson, Director of Customer Services, and Victoria Dunn, Customer Services Manager at Co-Ownership Housing, share their thoughts on Organisational Membership and how working with the Institute has helped them develop their service strategy through its research, thought leadership and networking opportunities.

Headshot of Glynis Hobson, Co-ownership

Andy Page, Ruth Braysher and Holly Hudson of Cambridge University Press & Assessment discuss The Institute’s Professional Development.


Jasmine Hilton, Regional Installations Manager at Wickes discusses the ServiceFocus suite of training and ServiceMark accreditation.


Sarah-Jane McCausland, Customer Communications & Engagement Lead at Covéa Insurance discusses what it means to be a long-standing member of The Institute, the networking opportunities, and the impact of ServiceMark accreditation.


Watch the team at Unum share how the Professional Qualifications programme helps them develop key skills and capabilities and helped Unum put the customer at the heart of everything they do.


  • Georgina Overton – Operational Training & Development Business Partner
  • Shelley Beaumont – Vocational Rehab Consultant
  • Holly French – Digital Learning Consultant
  • Stuart Demmon – Product Manager

Watch Andy Pymer, Executive Director of Finance and Regulation at Wessex Water, highlight how membership and ServiceMark with Distinction helped them achieve a high rank in Ofwat’s Customer Measure of Experience and Developer Services Measure of Experience league tables.

Watch Dean Anderson, Customer Experience Manager at Edinburgh Trams, share how ServiceMark and Professional Qualifications, among other membership benefits, have helped them consistently grow their customer base over the last 7 years, increase colleagues and customer satisfaction, reduce complaints handling and increase employee retention.

Watch the inspiring story of Hampshire County Council’s transformation journey and how the improvement in service performance brought a positive impact on employee engagement and business performance.

Hampshire County Council (HCC) became our first member to use our recently introduced Qualifications Programme Management (QPM) service.


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