Capita is the largest business process outsourcing and professional services company in the UK, and has clients in central and local government and the private sector. We focus on unlocking value by designing and delivering services which can solve challenges and enhance services for our clients and their end customers. Capita is one of the most advanced software and service providers in the customer experience market today. Our spirit of innovation makes us a future-proof platform to our customers, and to maintaining our leadership as we strive to become a world class Digital BPO. Basia is a senior consultant with a passion for great customer service. Most interactions into a business come into the contact centre, the heart of the business operation, my professional aim is to help businesses transition from good to exceptional.

In May 2014, Francesca joined NewDay as Director of Customer Service & Service Delivery where she is a member of the Senior Leadership team running the teams across Customer Service, Digital Servicing, Complaints, Underwriting and Fulfilment. Prior to that Fran worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT.

Fran is an experienced Leader who has led successful transformations and created award winning customer service experiences and teams. Her strengths lie in her passion and customer focus and creating insight to drive actionable outcomes. Fran has driven change that optimises digital adoption, customer and people engagement, great customer experience journeys.

Bruce has more than 25 years experience within the financial services sector with over 20 of these dealing with complaints. He has worked as a complaints consultant, has worked at the Financial Ombudsman Service and is now a Complaints Manager within the pensions and employee benefit sector. He is passionate about delivering fair outcomes and ensuring that both the customer experience is enhanced and business improvements are delivered as a result of lessons learned from complaints.

Tracey is a highly experienced and successful Director within Capita Customer Management, being responsible for strategy, proposition development and shaping client solutions. Specialising in complaint handling for over 10 years, Tracey understands the value of staying one step ahead and keeping a sharp eye on the market. Covering many industry sectors, she provides clients with insight and practical solutions to ensure they are aware of regulatory and other market pressures which may affect their complaint handling and business review operations.

Anthony has over fourteen years’ experience working specifically within the complaints and feedback software sector. Having implemented well over 70 complaints and feedback systems across the banking, insurance, government (local and central), travel and transport and social housing sectors, Anthony now helps firms review their current complaints processes and identifies possible areas for system improvements, whether that is in the initial capture, ongoing complaint management, quality assurance checks, identifying root cause analysis/learning opportunities, or the meaningful MI a dedicated system can provide.

Catherine is an operations and customer experience professional with over 20 years of experience across a variety of sectors. She has been with Hitachi Capital Consumer Finance since August 2018 where she is responsible for the operation which includes customer service, complaints and collections, customer experience and the business insights programme.

At Hitachi Capital Catherine and the team are working on delivering outstanding customer experiences and embracing our digital first transformation programme.

I lead our CX Practice that provides service design & delivery capability, underpinned by our CX Improvement Framework, helping our customers to realise the end-user experience ambitions.

Before Capita, I worked in Telecommunications for 20 years in roles spanning Operations, Service, Credit, Sales, Technology and CX Strategy & Transformation. Above all else, I relish the opportunity to connect customer experience with disruptive design and outstanding delivery.

Alex has spent the past decade focused on creating & transforming customer experiences from all parts of the customer experience in the water industry. He’s a previous Gold Award winner and brings a fresh, unconventional perspective to the panel.

Amber’s career in Financial Services has spanned 13 years and allowed her to experience a multitude of customer interactions, both positive and negative. From Call Center Supervisor to Project Manager specializing in customer sentiment and insight analysis, she has a wealth of experience with customer service and complaints handling and has in fact written award entries for previous employers. In 2019, Amber changed specialities and became a Senior Consultant for Boost Awards- the world’s first and largest awards entry consultancy.

Francesca has worked within the financial services for a number of years, within the debt industry, insolvency practitioners and a credit reference agency.

Francesca is a huge advocate of complaints being key to customer retention, so nailing the excellent service is paramount. Francesca currently works closely with the Industry and Financial Ombudsman Service on behalf of Capital One to ensure everything is awesome.

As head of customer support at Europe’s number one wellness app, Joanna is a passionate advocate of customer-centricity.

Urban’s proprietary apps connect wellness practitioners with local customers for at-home treatments in London, Birmingham, Manchester and Paris. Joanna combines a data-led approach with empathy to put customer feedback at the forefront of decision-making. She’s passionate about learning from mistakes and strategizing, turning difficulties into decisions at every opportunity.

Joanna, who is bilingual, has lived in six different countries, giving her an ability to understand, enrich and translate between groups of people – a skill that she uses daily at Urban’s diverse HQ.

https://www.linkedin.com/company/urbanappuk/

https://urban.co/en-gb/

Jonathan has worked in complaints for nearly twenty years, covering complaint handling, auditing, managing, training, and operational improvement. He has worked alongside some of the UKs leading insurance, pensions, lending, credit and consultancy firms in addition to the Financial Ombudsman Service.

Jonathan is the director of CQ&D Solutions, which he set up to help businesses get better at dealing with complaints by offering training and consultancy services that cover all aspects of complaint handling and quality assurance operations.

Matthew is the Director of External Engagement for Huntswood, leading the development of Huntswood's External Engagement strategy, to help position and support our brand and services within the marketplace. 

Matthew has a background in conduct regulation and professional services having worked as a supervisor at the Financial Conduct Authority and 'Big 4' advisory firms, where he led and contributed to work in relation to Conduct Risk. 

Matthew is a Fellow of the ICA and is a member of the CISI.

As a product expert and brand guardian, Natalie leads the Customer Relations Team at Amigo Loans, a guarantor loan company with a simple idea – if your friends trust you, so will Amigo. Evidenced during her 5 years with Amigo, Natalie has a passion for service recovery and inspires her team with a problem solving approach, motivating them to seek Continuous Improvement opportunities and root cause solutions. Natalie is very much looking forward to her first time judging this award.

A passionate advocate for Customer Experience, Sam is a Senior Manager at Management Consultancy, Grovelands.

Sam works with regulated organisations predominantly in Financial Services, to transform, augment and enhance the capability of customer facing operations across Customer Experience, Regulatory Compliance and Customer Outcomes.

Sam has worked with FTSE 100 companies, Start-ups, Consultancies and a breadth of firms facing significant regulatory scrutiny; giving him an excellent insight into what ‘good looks like’ and how to get there.