Gavin Thomas - Head of Service Design & Delivery

Gavin is one of the foremost UK experts in Customer Service design and implementation. He has fourteen years of experience in building, launching and improving contact centres and service offerings across a range of industries, focussing over the past few years on the telecoms space. Amongst his achievements are the design, development and launch of three contact centres and back office operations to support BT Mobile’s customers and leading a CRM and Billing review project for O2 UK.

In addition, he has managed various business transformation projects in both the telecoms and Finance sectors.