new champion to drive customer service

A new 'Customer Champion' has been appointed to our senior management team.

Cherryl Holland, 45, has been appointed as our first Head of Customer Relations in the latest step of a career that has seen her work her way up through the ranks to become a member of the senior management team.

The mum of four will take on the role of further developing the company's excellent customer service track record and says her diverse experience will be crucial to understanding the issues faced by both customers and front-line staff.

"I first joined the company in 1997, working part-time in the booking office before spending two years as a driver in Nottingham and then moving on to become a brand manager. As a result I have spent a lot of time in customer-facing roles," she explained.

"In fact everything I've ever done here has been about customers, and this new role means that I'll be looking at the effect of things we do on the people who depend upon us."

Cherryl will spend much of her time travelling across the company's network of services in Nottinghamshire and Derbyshire, meeting customers and making sure any problems are put right.

She will also lead a team of staff who spend time at important locations as well as dealing with all enquiries at the firm's dedicated Customer Services office based in Heanor.

"I want to ensure that we're getting things right and if we're not, as part of the management team, it'll be down to me to do something about it," added Cherryl, who lives in Calverton.

To coincide with Cherryl's appointment the company has also extended the opening hours of its Customer Service office which now operates from 8.00am until 7.00pm Monday to Friday and 8.00 am until 12.00 noon on Saturdays.

Commercial Director Alex Hornby said: "We've built a strong reputation for customer service has over many years but that doesn't mean we're complacent. We always want to do better and, by creating this new senior role and extending opening hours, we are ensuring customer views and perceptions remain right at the top of our agenda.

"With her background in the company, Cherryl will undoubtedly prove to be an excellent Customer Champion."

The Customer Service team can be contacted on 01773 712265 or by emailing


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