New customer service director for Thames Water
Thames Water has promoted Kelly Macfarlane from her role as chief customer officer, to succeed Ian Cain as managing director, customer service and retail.
MacFarlane joined Thames Water in January from BT Openreach.
Steve Robertson, chief executive officer of Thames Water Utilities, said: “I’m delighted that Kelly has agreed to step up to this important post. In the few months that Kelly has been with us she has impressed everyone with her energy, ability and absolute determination to ensure that all our customers get the best possible service.
“Our performance has been improving, with a significant reduction in complaints and bad debt, increased levels of customer satisfaction, and many more customers choosing to manage their accounts online, but we are still well behind the best in the industry. That is a gap we are determined to close and I am confident that Kelly is the right person to lead our customer-facing teams on that journey.”
Kelly Macfarlane said: “I am delighted to have the opportunity to lead the retail service operations at Thames Water with a clear mandate and commitment to serve our customers well. I am passionate about service and customer outcomes and this is a great privilege and exciting opportunity to make a difference.”
Steve Robertson added: “I also want to take this opportunity to thank Ian Cain for all he has achieved over the last three and a half years, and for his strong contribution as a member of the Executive Team.
“Ian established the role of managing director for customer service and retail. He and his team have delivered significant improvements in customer satisfaction, laying foundations on which we will continue to build.”
- Thames Water control and automation services contract win for Boulting Boulting Technology has secured a control and automation services framework with Thames Water covering AMP6. The Lot 1a... Read More >
- Customer protection 'not MOSL's main concern' The primary concern of MOSL is "not necessarily consumer protection". The market operator performs an exchange function,... Read More >
- Thames Water hails customer satisfaction rise Thames Water has seen its customer satisfaction scores rise and the number of complaints fall, as it announced improved... Read More >
- Comment: Shining a light on dark data Water companies already have the data to solve many of their most problematic issues - they just have to know where to... Read More >
- Water companies and BIM: realising the potential The utilities sector has lagged behind in implementing BIM, and has yet to fully realise its potential for maintenance as... Read More >
- Interview: Digital Danger Cyber attacks are becoming an increasing threat but, while the UK water industry could be vulnerable, Anglian Water... Read More >
- Mobile networks: the key to smarter water solutions Low Power, Wide Area (LPWA) mobile networks could be an invaluable tool for water companies and their contractors to help... Read More >
- Round Table: Digital Transformation and Operational Efficiency A digital transformation is taking place in the UK water sector, but the process is more about incremental steps than the... Read More >