Market Overview

Institute of Customer Service appoint new non-executive director


The Institute of Customer Service has announced the appointment of Graham Heald as a non-executive director.

(PRWEB UK) 25 October 2012

Graham is the retail and distribution director for Homebase, and previously he was retail services director for Waitrose.

“I'm looking forward to working with the board to help establish the Institute as the leading authority on customer service,” says Graham.

“Customer service is now seen as a critical driver of sustainable business growth for organisations across many sectors and the Institute provides an invaluable platform to spread insight and best practice across sectors.”

For the Institute, chairman Mary Chapman, commented: “We are delighted that Graham has agreed to join the Institute's board. His knowledge, experience and enthusiasm for customer service will further shape our strategic direction to support organisations to deliver excellent customer service.”

Institute CEO Jo Causon, added: “Graham has been a great supporter of the Institute for many years and I'm delighted that he has accepted the offer to join our board as a non-executive. He has a wealth of experience that will help ensure our services and products satisfy market requirements.”


Notes for editors

About Graham Heald

Having graduated in Biological Sciences at Hull University, Graham has spent the last 25 years in retail, with the majority of that time being in direct customer facing roles. He is passionate about the development of service and has used these skills through change programmes with established businesses as well as through acquisitions in the United Kingdom, Jersey and Guernsey as well as through partnerships in Dubai and franchising in the UK.

He has been instrumental in step changing business performance through service development throughout his career.

He is retail and distribution director for Homebase, a leading home enhancement retailer with more than 340 large, out-of-town stores throughout the UK and Republic of Ireland serving around 64 million customers a year. In the financial year to February 2012, Homebase sales were £1.5 billion and it employed some 19,000 people across the business.

Prior to this he held a number of positions at Waitrose. These included: director of retail services, and chairman and director of Waitrose's Jersey and Guernsey operations.

About the Institute of Customer Service
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism.
The Institute is a membership body with a community of more than 370 organisational members - from the private, public and third sectors - and around 7,000 individual memberships. Organisations who are members of the Institute of Customer Service include: Unilever, Marks & Spencer, British Gas, Birmingham City Council, the British Council.

Members benefit from a range of services including:

  •     Research and reports on the latest customer service trends and thinking, including the UK Customer Satisfaction Index (UKCSI).
  •     Benchmarking against other organisations.
  •     Diagnostic tools to identify areas for improvement by surveying customers and employees.
  •     Training and accreditation programmes for customer service professionals.
  •     Professional qualifications for individual members at all stages of their career.

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