I have been Head of Customer Services at East Thames since 2015 with responsibility for the Contact Centre, Customer Relations Team, Reception and influencing customer service throughout the business. Previously I was Head of Contact Centre with another housing association. I have been involved with customer service in various sectors throughout my career. Customer service is my passion. As I work in a sector where customers do not have a choice to walk away, I feel it is our duty to deliver great services in a customer centric way. My key milestones have been setting up an award winning contact centre; restructuring and revitalising an existing centre as part of a good to great journey and developing a new complaints policy/process giving a 30% increase in customer satisfaction inside one year.