In the first of a series of blogs from the Rural Payments Agency’s Customer Directorate, we feature video interviews with some of the key people whose roles are focussed on delivering and improving the services provided to customers.
In the first video of the series, Customer Director Marie Hardeman chats with two new members of her leadership team; Head of Customer Insight Emily Edwards and Head of Customer Experience Gareth Jones, about their roles and plans for customer service.
Marie’s role focuses on making sure customers are at the heart of everything RPA does - developing services to engage with customers and farming sector stakeholders and working in partnership to understand how RPA can continuously improve the support provided to customers to deliver better outcomes for them.
Emily and her Customer Insight team focus on hearing the voice of RPA’s customers to collect accurate, useful feedback so RPA can better understand the impacts on them and prioritise improvements to make the most difference.
Gareth and his Customer Experience team are responsible for making sure that our customers’ voices are heard and acted upon within RPA. They look to support RPA in understanding customer pain points and associated improvement opportunities, as well as promoting best practice.
As part of this series, look out for individual interviews both on video and on the blog, with Marie, Emily and Gareth, as well as two other key people from Marie’s leadership team: Kath Illidge, Head of Customer Engagement and Support and Alison Chapman, National Customer Operation Lead.
Leave a comment