HEAD OF CUSTOMER SERVICE
Tell us a bit about you
I’m originally from Darlington, and now live in Washington with my wife. I have two girls and my wife has two grown up ‘children’ – one of which has a daughter of her own who is almost two years old – so we have quite a large, blended family! I’m a big fan of all kinds of music and have built up a decent record collection over the last couple of years. I enjoy cycling, which I keep promising myself that I will do more of, and we also love to travel.
Tell us a bit about your career
I’ve worked in and around customer service for the last 25 years and prior to joining NCFE, worked for the energy company, npower, for almost 20 years. I started there as a Customer Service Advisor, moving through to Team Leader and Operations Manager roles before branching off to work on Lean Transformation projects. I then moved back into leadership roles, heading up the telephony customer service centre for npower’s residential customer base. I am proud to be part of the fantastic customer service industry that we have here in the North East and have always been passionate about the power of great customer service, delivered through people engagement, coaching and development. My aim throughout my career has always been to help more people to be the best that they can be, and we have a great opportunity at NCFE to influence this, both through our people and through society. It’s an exciting time to be here.
With my previous role coming to an end through an acquisition and takeover, I was on the hunt for a similar role, in an industry that can make a difference. Although my background wasn’t in education, I truly believe that customer service can be a differentiator in any industry. NCFE’s desire to deliver a world-class customer experience, the passion to be number one for customer service, and the philosophy of achieving this through promoting and advancing learning and building a high-performance culture, was something that really resonated with my own beliefs and values. With my own experience of transformation journeys, it seemed like an exciting time to join a growing North East company with a rich heritage that was too good an opportunity to pass by. The passion and dedication of our people is genuinely amazing – I feel really privileged to be part of shaping the future journey of NCFE.