A North East business leader has become the first person ever to achieve a new qualification designed to help organisations deliver better services for customers.
Louise Hunter, Director of Customer and Corporate Services at Northumbrian Water, has been awarded the Institute of Customer Service's (ICS) Mini-MBA in Strategic Service Leadership.
The first-of-its-kind in the UK, the qualification is aimed specifically at senior customer service leaders and has been designed to strengthen leadership, improve customer experiences and ensure customers remain at the heart of decision-making.
Northumbrian Water was one of ten organisations involved in helping ICS to develop the programme, as well as shaping the content and developing the new online learning platform, Portis, which hosts it.
Louise said: “I’m really pleased to have achieved this qualification, and especially to be the first person to do so.
“It has been a stretching and hugely valuable learning experience, giving me the opportunity to share best practice in customer service with other leading companies like First Direct and Hays Travel.
“The programme assignments have given me the luxury of the time and the tools to reflect on how Northumbrian Water can continue to deliver an unrivalled customer experience every single day.
“I feel very fortunate to work for an employer who invests in the skills and knowledge of its people by supporting programmes like the ICS mini-MBA and I’m delighted that I could be involved in helping to shape the programme via my role on the steering group.
“I hope the programme goes on to inspire and support other future customer service leaders.”
Louise was presented with her award at a prestigious ceremony at the House of Lords in London on Monday 19 October, where ICS also launched Portis.
Her achievement reflects Northumbrian Water's commitment to supporting its employees to develop throughout their careers and helping to ensure customers continue to receive the best possible service.