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The Monetary Ombudsman Service has employed cell phone customer support govt Abby Thomas to be its new CEO and Chief Ombudsman.
Ms Thomas will take over from interim CEO Nausicaa Delfas who was seconded from the FCA in April 2021.
Ms Thomas, 43, has substantial shopper expertise within the cell phone sector and at present works for Virgin Media O2, one of many UK’s largest cellphone operators.
Her roles at Virgin Media O2 have included main Virgin Media’s shopper operations, with duty for service name centres, area drive and provide chain management. She is going to take up her new position within the autumn.
Ms Thomas mentioned: “I imagine that the Monetary Ombudsman Service is crucial to the efficient functioning of the British economic system and has by no means been extra necessary than it’s in the present day.
“It’s because at instances of financial turbulence, it helps to keep up shopper confidence in monetary markets. That’s the reason I’m excited and honoured to have the chance to guide the organisation and assist customers and monetary providers to get truthful, well timed and efficient resolutions to complaints.”
Ms Thomas began her profession as a method guide, working for Accenture, Hedra (a public sector consultancy), and EY. She moved to business in 2014 the place her first position was to guide BT’s buyer expertise transformation. Following this, she moved to Vodafone the place she led the worldwide buyer operations operate for multi-national prospects after which to Virgin Media the place she was answerable for the shopper groups.
Baroness Manzoor, chairman of the Monetary Ombudsman Service, mentioned: “I’m delighted that Abby will probably be becoming a member of us. She brings a wealth of expertise in prime govt roles in high-pressured, customer-facing organisations. Her ardour for delivering nice service to all our prospects, and connection to our mission of delivering truthful and neutral selections on complaints, was evident all through this recruitment course of.
“Inside the Monetary Ombudsman Service, now we have nice, dedicated individuals. We’re giving them extra of the instruments that they should present a greater, faster service to customers and monetary companies. Maximising using our know-how, embedding higher methods of working, and absolutely partaking our individuals in change, are among the many challenges that this organisation is rising to. Abby’s ardour, expertise and management will probably be essential to this effort.
“I wish to thank Nausicaa Delfas for the management she has offered to the organisation over the previous 12 months as our interim chief govt and Chief Ombudsman, throughout a interval of serious problem; she has made vital modifications. We at the moment are higher ready to ship our bold technique for service enchancment and operational excellence. I’m delighted that she has agreed to proceed her secondment till the autumn.”
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