Penny has spent the vast majority of her career managing and leading Contact Centres across a number of different industries. Her career started in the banking world before she moved across to outsourcing and then for the last 12 years the social housing sector.

As a Director of Customer Contact she has increasingly become involved in the development and implementation of digital services sitting alongside the traditional telephone channel, working towards a truly omni-channel experience that allows customers choice of channel and the organisation the opportunity to deliver a personalised and tailored service.

A qualified coach in Executive Coaching and Leadership Mentoring, Penny recognises and appreciates the impacts a quality workforce can make on a business – service delivery is only as good as the people delivering it, and the continued development of individuals and teams are one of her drivers and motivators.

Throughout her career in Contact Centres, CCA has played an integral part in providing the compliance and quality assurance for robust management practices. In 2018 her current Contact Centre was given the silver award for achieving 10 years continuous assessment.

With over twenty years’ experience in the contact centre sector, across both public and private arenas, Martin has vast practical knowledge of our profession, borne out of his 10 years with organisations including: leading home shopping giant, Freeman Grattan Holdings and world brand leader, McCain foods.

Martin has worked extensively in the social housing sector and also has wide ranging experience in learning and development design and delivery and is a leading complaint management and continual improvement specialist.

Martin first started working with CCA in 2000 running CCA Global Accreditation gap-analysis workshops, and over that past ten years has undertaken more than 200 independent assessments across a wide range of customer contact operations.