A FERRY company has made an appointment to its newly-created customer service experience director role.
Keith Gait has been taken on by Condor Ferries to focus on its customer services. He will be responsible for managing Condor’s customer services and customer care teams, overseeing 30 employees based at four port locations; Poole, Portsmouth, Jersey and Guernsey.
Keith will be travelling on one of Condor’s four ferries weekly to meet customers and gather feedback.
Keith has more than 25 years of customer services experience gained in blue chip companies, including Sainsbury’s, 02 and Marsh. He went on to run his own customer services consultancy, before taking up the role of chief operating officer at NHS Direct in 2011. He also held interim operations positions at a number of NHS trusts across the south east of England.
He said: ‘It’s important we listen to our customers to be able to make the necessary improvements required. I’ll be working closely with the wider Condor team to achieve our aims. Customer expectations are higher than ever – rightly so, and it’s our job to make sure our passengers have an enjoyable trip, whether it be for business, leisure or as a lifeline service.’