Thames Water manager receives top customer service award

Jill Jones
Head of Customer Experience
Thames Water

Jill Jones, who manages the Customer Experience team at the company's Swindon-based contact centre, received the Lifetime Achievement Award at the National Customer Service Awards dinner, in recognition of 'a long and distinguished career in customer service dedicated to service excellence'.

Accepting her award at the ceremony at the Grosvenor House Hotel, in London's Park Lane, Jill spoke of her determination in providing a customer service everyone at Thames Water can be proud of:

"This is such a wonderful surprise and I am absolutely delighted to receive this award. I feel strongly that there is always more you can do and feel really lucky I, along with my colleagues, have always been encouraged at Thames Water to continue improving the service we offer our customers."

Putting customers first has been Jill's priority over the past 31 years, all spent at Thames Water. Her career began in 1977 as a young customer service agent she would often visit customers personally to help them with their issues.

Nominees for this category were submitted without candidates having prior knowledge so the announcement came as a total surprise for Jill on the night.

The Awards give companies the opportunity to showcase their success stories and to highlight how they are improving customer service within their organisations. Entries are submitted from companies across the whole spectrum of industry and from organisations of all sizes.