IIOA’s first Chief Executive, with objectives to: • Stimulate increased demand for assurance services• Preserve the credibility of assurance including certification• Protect the core business of IIOA membersIIOA’s mission is to promote the value of high quality assurance services to ensure cost effective, high quality delivery of benefits to all clients and their customers and stakeholders. Its main aims are:• To create a strong, credible representative network that… Show more IIOA’s first Chief Executive, with objectives to: • Stimulate increased demand for assurance services• Preserve the credibility of assurance including certification• Protect the core business of IIOA membersIIOA’s mission is to promote the value of high quality assurance services to ensure cost effective, high quality delivery of benefits to all clients and their customers and stakeholders. Its main aims are:• To create a strong, credible representative network that genuinely represents the assurance industry.• To draw the worlds of standardization, assurance and accreditation closer together to the benefit of the business community.• To raise awareness of the benefits of assurance services. Show less

BSI/HS 2 is developing a suicide prevention standard - Suicide in the workplace. Prevention, intervention and support for people affected by suicide. GuideFrom my professional experience in the standards development and assurance sectors and personal experience through my son Adam's suicide, I am contributing to this standard aimed at giving organisations tools to prevent suicide

Director representing the certification body association members of IAF. Responsibilities include representing these groups on the IAF Executive Committee and Board, chairing the IAF's Conformity Assessment Bodies Advisory Committee and being on the IAF/ILAC Joint Executive CommitteeThis IAF activity adds to current roles as Deputy Chair of the IAF's Communication & Marketing Committee and Deputy Chair of the IAF's Database Management Committee. These roles complement the… Show more Director representing the certification body association members of IAF. Responsibilities include representing these groups on the IAF Executive Committee and Board, chairing the IAF's Conformity Assessment Bodies Advisory Committee and being on the IAF/ILAC Joint Executive CommitteeThis IAF activity adds to current roles as Deputy Chair of the IAF's Communication & Marketing Committee and Deputy Chair of the IAF's Database Management Committee. These roles complement the extensive IIOC activity within IAF, including participation in many relevant IAF working groups and task forces, centred around the IAF Joint (with ILAC) Annual meetings and Mid-Term meetings. Show less

Government Engagement• Championed profile-raising of BSI relationship with Government, extending the scope of knowledge about BSI in key decision circles. Tools used include: establishment of BSI seminars in departments, events held at House of Lords with key partners, forums for senior civil servants and extensive use of departmental consultations and Select Committee inquiries. • Instigated extensive contact with Ministers, Shadow Ministers, MPs and Lords. This includes one-to-one… Show more Government Engagement• Championed profile-raising of BSI relationship with Government, extending the scope of knowledge about BSI in key decision circles. Tools used include: establishment of BSI seminars in departments, events held at House of Lords with key partners, forums for senior civil servants and extensive use of departmental consultations and Select Committee inquiries. • Instigated extensive contact with Ministers, Shadow Ministers, MPs and Lords. This includes one-to-one meetings, use and involvement of politicians at BSI events pushing BSI and standards into greater Government use and endorsement• Created range of marketing tools for public sector engagement, including publications, website and e-communication.• Results of engagement include Government endorsement of BSI; new revenue streams developed, for example with Department of Health; invitations to key events for BSI, e.g. giving evidence at House of Lords Select Committees.• Project management of three year £4.5million Government funded strategic project raising awareness of the benefits of standards to wide stakeholder group, with a flexible project-based theme of 35+ permanent and contract staff.Business Engagement• Created key senior business engagement programme including: creation of BSI Directors’ Forums; created new stakeholder communities; one-to-one director-to-director meetings with targeted companies; representation of BSI on key CBI committees. Results built new relationships with senior directors from companies such as Arup and BT• Developed supporting marketing material, including publications, online material and delivery of conference presentations to support key business issues such as risk, sustainability, support for SMEs and innovation. Delivered increased media attention awareness of BSI through media relations strategy Show less

Member of executive management team delivering customer service to all Network Rail’s property customers, including 600 million customers each year at the UK’s 17 busiest stations. Key achievement was changing organisation from an operationally focussed to a customer-centric business.Customer Service • Introduced customer service improvement and culture change programme, including extensive new training programme, auditable system of customer service targets, comprehensive internal… Show more Member of executive management team delivering customer service to all Network Rail’s property customers, including 600 million customers each year at the UK’s 17 busiest stations. Key achievement was changing organisation from an operationally focussed to a customer-centric business.Customer Service • Introduced customer service improvement and culture change programme, including extensive new training programme, auditable system of customer service targets, comprehensive internal communication and staff recognition programme.• Developed annual quantitative customer satisfaction survey and Mystery Shopping programme raising the focus on service quality levels.• Delivered key research-based action planning & delivery system, resulting in raised customer service levels, year-on-year across all 17 stations and 600+ staff.Marketing/Communications • Spearheaded strategic development and delivery of communications to consumers and Business to Business customers using variety of marketing channels and materials, instilling greater commercial focus in all communication.• Established and developed key relationships with complex matrix of stakeholders including numerous government departments, regulatory bodies and consumer groups.• Raised media profile of Network Rail’s customer service in national, local and trade media, print and broadcast, including TV, radio and press interviews. Show less

• Delivery of all customer needs as Account Manager for two of UK’s largest new network operators, managing 60% of Opt-Tel’s £25m turnover . • Negotiated new five-year supply and FM contract with major UK network operator ensuring long term revenue guarantee and funded product portfolio growth programme.

New role managing all customer care and after sales support for BT’s telephone, fax and answering machine product range.• Doubled usage, dramatically improved response rate and re-focused Product Helpline Call Centre to raise customer care levels and cut warranty costs, saving £2m+ per annum on product return costs.• Achieved £4m cost savings through introducing remanufacturing process, increased profitability through recycling 200,000 units, decreasing warranty returns to BT shops by… Show more New role managing all customer care and after sales support for BT’s telephone, fax and answering machine product range.• Doubled usage, dramatically improved response rate and re-focused Product Helpline Call Centre to raise customer care levels and cut warranty costs, saving £2m+ per annum on product return costs.• Achieved £4m cost savings through introducing remanufacturing process, increased profitability through recycling 200,000 units, decreasing warranty returns to BT shops by 50%, adding 5% to margin and raising customer satisfaction levels for products by 10%. Show less

Purchasing £60m annual sales of main M&S clothing group and introduced new customer care programme in retail outlets.• Purchasing baby wear and printed blouse ranges with constant market evaluation, management of the supply chain and team of merchandisers and selectors and close co-operation with stores.• Established programme of in-store customer care, including new facilities such as new signage, toilets and baby-changing.

Delivered £50m sales as buyer of electronic products for a variety of mail order outlets including Next Directory and Grattan mail order catalogue.

Started on the graduate scheme, moving into buying of glass and electronics.