Teresa Perchard

Job Title: Chair - Customer Scrutiny Group

Company: Affinity Water

Teresa has been Chair of the Affinity Water Customer Challenge Group (CCG) since July 2016. She has a background in regulation, consumer protection and consumer affairs.  She was Director of policy and advocacy at Citizens Advice for 13 years until June 2013. Prior to that Teresa held senior policy roles with the Office of Rail… Read more.

James Muir

Job Title: Transformation development manager

Company: Northumbrian Water

With 15 years experience within the water industry and over 18 years leading teams within the customer service environment, James has focused his career on enhancing the customer and employee experience.  With a passion for delivering great service and a belief that great results are achieved through emotional intelligence, leadership role modelling and complete customer… Read more.

Matt Vaughan Wilson

Job Title: Partnerships manager

Company: Money Advice Trust

In his role as partnerships manager at the Money Advice Trust Matt focuses on relationships with the energy, water and telecoms sectors, taking in issues of affordability, creditor good practice and consumer vulnerability. Matt is vice-chair of the Essential Services Access Network, a cross-sector network of consumer and voluntary groups, ombudsman services and regulators. He… Read more.

Steve Arthur

Job Title: Director of market performance

Company: MOSL

Steve has over 25 years’ experience in the water industry, having held various senior positions in engineering, transformation and programme management at Thames Water and Wessex Water. He joined MOSL, the market operator, on 3 April, having previously led Wessex Water Services’ preparations ahead of the new competitive market, as Strategic planning manager and Programme manager. As… Read more.

Chris Jones

Job Title: Chief executive officer

Company: Dŵr Cymru Welsh Water

Appointed Chief executive officer of Glas Cymru in September 2013, Chris was previously Finance director of Glas Cymru from April 2000 and of Welsh Water from May 2001. Previous to this Chris held Director of regulation for Welsh Water and South Wales Electricity Plc. Before joining Welsh Water in 1995, he was a Director at… Read more.

John Russell

Job Title: Senior director, strategy and planning

Company: Ofwat

John Russell will join Ofwat in July 2016 as Senior director, strategy and planning. John is currently working in Shell’s group strategy and business environment teams where he is global manager for Shell’s work on city development in Indonesia, India and the Philippines. He also leads Shell’s international programme of Energy Transition engagements. Prior to working… Read more.

Sarah Bentley

Job Title: Chief customer officer

Company: Severn Trent Water

Sarah is a member of the Severn Trent executive committee responsible for the Customer business unit, Group Technology and Group Transformation.  Prior to joining Severn Trent Water Sarah led Accenture Digital in the UK and Ireland, a £300m division of Accenture covering digital strategy, multi-channel customer interaction, mobility, IoT and analytics, specialising in marketing, customer… Read more.

Lissa Balmer

Job Title: Head of customer experience

Company: Wave

Having previously worked in a number of different industries and organisations, Lissa joined NWG Business in September 2015.  Heading up the SME team she has a real passion for exceptional customer service and all this entails from making sure wherever possible, they get things right first time, listen and acknowledge when things go wrong to… Read more.

Jo Causon

Job Title: Chief executive officer

Company: Institute of Customer Service

Jo joined The Institute as its CEO in 2009.  For more than 7 years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment. Jo brings a wealth of experience… Read more.

Tony Smith

Job Title: Chief executive officer

Company: Consumer Council for Water

Tony joined the Consumer Council for Water in December 2005 as Chief executive. Since it was set up, CCWater has tried to encourage water companies, their regulators and government to make sure that the industry and the way it is regulated is fully focused on customers and their needs. His early career was in strategy and marketing,… Read more.

Jo Mayes

Job Title: Director of customer operations

Company: Business Stream

Jo joined Business Stream as Customer Operations Director in May 2016, a role vital to strengthening Business Stream’s senior team in advance of the opening of England’s water market. With an extensive background in customer service positions, Jo’s role is vital in helping to achieve Business Stream’s vision of providing industry-leading customer service across the… Read more.

Louise Beardmore

Job Title: Customer service director

Company: United Utilities

Working for the United Utilities Group for over 20 years, Louise has held a number of senior positions at North West Water, Norweb Plc, Vertex and United Utilities working both here in the UK and internationally, leading teams in water operations, customer services and HR. Prior to her current role, Louise was Head of business… Read more.

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… Read more.

Mark Field

Job Title: Head of billing & collections

Company: Southern Water

Mark has more than 12 years’ experience in the water industry where he has held a portfolio of senior roles at Southern Water.  Mark is currently responsible for the end to end billing and collections operation at Southern Water where he is leading a transformation programme to implement a tailored billing and collection customer experience… Read more.

Jo Osborn

Job Title: Head of communications

Company: South East Water

Jo has more than 15 years’ experience in the water industry, currently leading the Communications Team at South East Water. After graduating from the University of Sussex with a degree in Geography with Development Studies Jo started her career in water in IT at Southern Water supporting their Geographical Information Systems. In 2005 Jo moved into communications,… Read more.

Ellen Bennett

Job Title: Editor

Company: Utility Week

Ellen Bennett is content director for Network and Faversham House’s wider utilities portfolio. Ellen helped launch Network in 2015, and has been editor of its sister title Utility Week since 2012. She has been in business journalism for 15 years, writing for and editing titles on topics including insurance and the built environment prior to… Read more.

Nicola Eaton-Sawford

Job Title: Managing director

Company: Customer Whisperers

Nikki and the team at Customer Whisperers are ALL about Customer Experience. They are the architects of Customer Experiences enjoyed by tens of millions of UK customers. Recognised for helping organisations attune to customers’ current needs and anticipate and respond to their future requirements, their unique combination of innovation and pragmatism delivers impressive results. Focusing leaders,… Read more.

Simon Parsons

Job Title: Director of strategic customer service planning

Company: Scottish Water

Having joined Scottish Water in April 2012 as Chief Scientist, I am now Director of Strategic Customer Service Planning, leading teams in regulation, water and waste water services, strategic review, science and innovation. It’s my responsibility to ensure customer needs and expectations are built into our strategies and plans for the future, ensuring we continue… Read more.

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