A NEW team at Sure is focussing on the customer experience as part of the company’s commitment to maintaining the highest level of service.
Charlotte Dunsterville has joined the Sure board and is heading up the newly created customer experience division across Sure’s operations in Guernsey, Jersey and the Isle of Man.
‘Sure’s customers are at the heart of everything we do and customer experience deserves to be high on the board’s agenda. We deliver a world class service to all our customers, large and small, and are committed to ensuring that every part of what we do more than meets their expectations,’ said Sure chief executive Eddie Saints.
‘Charlotte is passionate about delivering the best possible experience. I am delighted to have someone of her calibre on our executive committee. She is passionate about putting the customer first and she brings a lot of experience with her which will be invaluable.’
In her new role, Ms Dunsterville will assume responsibility for the contact centre and the customer engineering team, as well as some of the company’s key back office operations. She will also strengthen the team with additional focus on customer communications and insight.
‘The new division reflects Sure’s focus on putting the customer at the centre of what we do. The vision that Eddie Saints has for changing the way Sure does business is impressive and the fact that the customer experience role sits at board level demonstrates how important our customers are,’ said Ms Dunsterville.
‘My ambition is to make it really easy for customers to do business with us and to feel that they have had a great experience,’ she said.
‘I have already looked at our customer operations and while we are doing lots of things right, there are areas where we need to refocus and organise ourselves to serve customers better.’
‘To achieve that, we must get better at keeping customers informed when we are dealing with their order or enquiry. I also think we need to develop our online services further to make it easier for customers to find what they are looking for and manage their accounts and services online if that suits their lifestyle better.’
Ms Dunsterville spent 11 years at Orange, most recently combining customer experience and customer base management roles to shape and implement key customer initiatives. With an international background, Ms Dunsterville has worked widely in Europe as well as spending team in the emerging markets team at Orange. Prior to joining the customer experience team at Orange, she worked in product marketing developing and launching new products.
A keen linguist and travel enthusiast, Ms Dunsterville, who started her career with BT, said she jumped at the chance to join a smaller organisation where her ‘hands on’ approach could make a difference quickly.