Business Stream appoints new director of customer operations

Posted: Tuesday 22nd April 2014

Business Stream, Scotland’s largest provider of non-household water and waste water services, has appointed Charlene Wallace as director of customer operations as it prepares for the opening of a competitive water market in England.

Charlene, who joins from Monarch Airlines where she was customer services director, has taken up the newly-created role, overseeing the customer service team, metering and billing team, and data team.

She has also held senior customer service and business development roles in the rail and events industries, including Virgin Trains.

Charlene said: “This is a challenging role and an exciting time to join the company. Business Stream has a very high standard of ambition for customer service, and I’ve been impressed to find a culture and team who are dedicated to fulfilling that.

“It’s my job to develop those skills and strategies which will help us achieve this, while enhancing understanding of our customers’ needs across the business. I’m looking forward to building on what has already been achieved, while hopefully also forging new paths as we continue to learn from and work with our customers.”

The appointment comes at a crucial time for Business Stream, with the Water Bill expected to receive Royal Assent at Westminster in April. The legislation will pave the way for the opening of a competitive water retail market in England from 2017.

Mark Powles, chief executive of Business Stream, said: “Charlene brings a wealth of experience and history of innovation with her to Business Stream, and will play a key role in our expansion to new markets. She understands our vision of becoming the gold standard for customer service and is already contributing to this with fresh insights on a range of areas we are addressing.

“Although customer satisfaction has improved steadily since the Scottish market opened in 2008, we are not complacent. With this newly created role and ambitious appointment of Charlene, we are saying to our customers that, for us, they always come first; and we will strive to continue raising the bar in terms of customer satisfaction and service levels.”

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