Alun Shurmer

Job Title: Director customer strategy & communications

Company: Dŵr Cymru Welsh Water

Alun is Director of customer strategy and communications at Dŵr Cymru Welsh Water, the UK’s only major not-for-profit utility company. Alun initially joined Dŵr Cymru as Director of communications at the start of 2012 before also taking on Customer strategy in October 2015.  In December 2016 Dŵr Cymru Welsh Water won the Utility Week Award for customer engagement. Having studied International Politics and Strategic Studies followed by a masters in International History – both at Aberystwyth University – Alun worked as a researcher and press officer in the House of Commons before being appointed Communications manager for the London Congestion Charge at Transport for London.  During his time at Transport for London, Alun was also a member of the team who looked after media relations in the aftermath of the 7/7 bombings. In 2006 Alun returned to Cardiff as Head of communications for Plaid Cymru where he led communications for the 2007 Assembly Election Campaign which resulted in Plaid forming a coalition government. From 2007 until 2012 Alun was Head of communications at BBC Cymru Wales.

Speaking at the following:

A long-term approach to building customer trust and satisfaction

Involving the customer in future decision making Ways to educate the customer about initiatives to improve service Ensuring customer satisfaction while developing operational resilience

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