Combining the roles of Customer Service Director and CIO, bringing customer focus to the IT operation.Accountable for company wide customer service performance and has steered the company to an industry leading position in customer satisfaction and bad debt management.

Director of Customer Service with Anglian Water, accountable for company wide customer service performance and has steered the company to an industry leading position in customer satisfaction.

Turned around failing performance in the customer collections and credit management operation. * Reduced bad debt by £14m over 6 months * Reduced customer disconnections for non payment by 45% in 6 monthsPlanned and executed company wide programme to consolidate call centres and operational units. Delivering significant cost savings and efficiencies. Delivered on budget in 11 months. * Consolidated 13 Customer service call centres to 3 5 field service dispatch centres to a single centre * Transition of calls and work associated with circa 3000 people * Implementation of technology improvements to support increased customer service and efficiency

Delivered Customer Service and Sales through a network of inbound call centres16 Call centres providing sales and service (2500 advisors) 5 Call centres providing help desk support services for internet and multimedia products (600 advisors)4 Call centres delivering an outsourcing contract to support the Army, Navy, RAF and MOD with switch board and directory information services. (550 Advisors)Circa 36 Million calls per annumLed change in management culture and styleDelivered 130% increase in call centre sales revenue (£266M pa)