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.”
- Upgrades help Thames Water continue sludge reuse Black & Veatch has helped expand and enhance Thames Water's sludge treatment operations, upgrading Basingstoke and... Read More >
- Thames Water installs landmark 100,000th smart meter Thames Water has installed its landmark 100,000th smart meter, in the London Borough of Bexley. Read More >
- Chief regulator urges ‘simpler' approach to ownership Ofwat chairman Jonson Cox has urged water companies to leverage “simplicity” in their holding structures in order to win... Read More >
- Problem solving upfront: embracing digital technology Scottish Water is the latest water utility to make advances in digital engineering through the use of BIM technology,... Read More >
- Managing infrastructure presents a growing digital challenge Mark Kaney, director of asset management at Sweco UK, calls for the water industry to support a deeper commitment to data... Read More >
- Comment: The future of asset planning in a data-driven world United Utilities' use of modelling software to analyse and predict deterioration in its sewer network is an example of the... Read More >
- Operational Records Key for WWTPs' Long-Term Goals Good data on the performance of treatment plants is important not only for meeting quality standards in the present, but in... 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 >