CSL have announced the appointment of Adam Spain as their new Head of Customer Services. Adam, a customer service specialist, joins CSL having previously worked for British Telecom and EE at their offices in Canary Wharf, London. He has over 12 years of management experience and a proven track record of developing and leading highly successful multi-channel customer service departments across B2B and B2C companies.
Adam heads up CSL’s 35-strong Technical Support Teams across their London, Newbury and Rugby offices. Since joining CSL, his focus has been on restructuring the department, implementing new processes and training programmes for the team to ensure the highest levels of support for Installers on all the products within the CSL portfolio. Today, the team handle over 16,000 support requests each month via phone calls, emails and a live chat application. Phone calls make up over 80% of the support requests, with an average wait time of less than 60 seconds.
Adam commented: “I have been delighted with the progress the team has made since my arrival and I am excited to see what else we can achieve in 2020. Having seen the success CSL have had in the UK over many years, I am looking forward to adding my customer service experience to the company to ensure the level of support we offer to our customers is the industry’s best. As a team we are committed to delivering on the improved service level agreements for call waiting times, email response times and customer satisfaction rates”.
Tony Mann, CSL’s Operations Director, commented: “We are delighted to formally announce Adam’s appointment. His focus on customer service coupled with his knowledge and expertise, made him the standout candidate. I am pleased to see that many of the initial structural changes Adam has implemented are already proving successful with both our internal team members and our Installers. We look forward to supporting him in continuing to develop our customer service delivery in the coming months and years”.
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