Since our inception in 2021 GLEN has been working hard to build the Network which our members asked for. We have:Developed a diverse ‘Network Development Panel’ ALL with lived experience of gambling harm to help design and deliver the networkResearched what the Lived Experience community wants from an independent network developed with, for and by those with lived experience of gambling harmsEstablished and agreed Strategy, Purpose, Goals and Values which put Lived Experience at the heart of everything we doSuccessfully registered as a CIO (Charitable Incorporated Organisation) - Charity Number 1200347Held regular open meetings to update network members and interested parties on our progress and developmentsCollaborated with diverse organisations and research partners to add the insights of lived experience to a growing Evidence baseSubmitted member led responses to vital sector consultations, including those for the Gambling Act White PaperPresented at many conferences, including 3 successive GambleAware Annual Conferences, and Glasgow City Council's Gambling SummitProvided panelists at many events, conferences, and media interviews where harmful gambling and legacy harms have featuredCreated channels on social media platforms to allow our members' voices and opinions to be heardLooked to make Lived Experience more accessible and change the narrative around what Lived Experience can offerChallenged government and industry associations where they have failed to put the wellbeing of people and society above tax and profitsDriven the call for an effective Public Health led strategy around Harmful Gambling and legacy impacts

Responsible for the exceptional customer experience journey for Vulnerable customersKey role in implementation and development of Accessibility unit dealing with complex and difficultcustomer interactions.Working with Befriending teams under Time to care initiative.

Management and building of Social media and digital CX teamsProactive management of social media and ASM customer support units.Involved in all aspects of personnel and operational development.

Responsible for the exceptional customer experience journey for Sky customers.Involved with implementation of digital Media teams ensuring customer journey from end to end.Lead for Multiple workstreams including compliance , Customer interaction and Sales through service

Role specific: Team manager responsible for the exceptional customer experience journey for ADT customers.

Role specific: Team manager for a group dealing with new and existing Cooperative Group Bank customers.

Role specific: To manage the daily operations of the department and ensure swift and accurate deliveryof client transactions against agreed intraday deadlines. Working with head of department to mitigateCIE’s, reworks or material audit issues by identifying, reporting and addressing potential risk.