Customer Experience Charter
The customer lies at the heart of everything we do. Every decision we make and action we take should be for the ultimate benefit of the customer, and we should tailor our behaviours accordingly when they contact us.
With this in mind, we have compiled your suggestions and included the most popular in this Customer Experience Charter.
By signing the charter, you are agreeing to live these behaviours every day, and to help embed them in the teams around you.
Please review each statement and then sign your name at the end of the document. Make sure your team has also signed, and hold each other to account to ensure we’re providing the best possible experience to our customers, however, wherever, and whenever they speak with us.
Ownership
Once involved in a customer issue or complaint, take ownership right through to resolution, even if you weren't the cause of the problem.
Honesty
Be honest with the customer to manage their expectations. Better to be honest than not make unachievable promises!
Acknowledgement
Always acknowledge the customer's issue - don't ignore or contest it without investigating. Acknowledge receipt of customer e-mails immediately.
Confirmation
If unsure about the details, call the customer to confirm your understanding.
Check-in
Check back with the customer to confirm their issue was resolved, and get their feedback about the service they experienced.
Agreement
Agree resolution and communication timelines with customers (and stick to them).
Mindset
Change your mindset from "I can't help" to "I will help" and respond with positive and professional language.
Communication
Adapt communication based on the customer and always show empathy depending on their circumstances.
Collaboration
Treat teammates across departments as if they are your customer. Anybody who needs support from you should be treated like a customer.
Interaction
If you have been contacted by email, call the customer to tell them how you will support them.
Continuity
Agree response and process SLAs within your own team.
Escalation
Agree within your team on when and how to escalate customer issues
Ready to sign up to the Customer Experience Charter?
Submit your details to add your name to the charter.
Our Team Has Signed
Kyle Hesketh
Estimator
Gordon Cruickshank
Assistant Quantity Surveyor
Ryan McGuinness
Quantity surveyor
Darren Bambridge
Quantity Surveyor
Ben Crompton
Security Installation Engineer HPC
Dermot Griffin
Fire Alarm Service Manager Dublin Branch
Diarmuid Cleary
CES Field Engineer
Robbie Miller
Customer Experience Team Leader
Sylwia Kaczor
Project Coordinator
Owen Lydon
Engineer
Shay McDonnell
Engineer
Robert Gibson
Design Engineer
Khuliswa Khwela-Browning
Account Co-Ordinator
Patrick Ring
Service Engineer
William CAULFIELD
Service Engineer
Gary McGlashan
Monitoring Services Manager Ireland
Rachel Doland
Regional Director
Anthony Hanly
Engineer
Ian Bradley
Engineer
Sanvitti Sinha
Customer Service Coordinator
Tony Macknight
Regional Manager
Simon Freer
Operations Manager (Security) Plymouth
Richard Hale
Service Operations Manager
Kelly Blake
Security Service Operations Manager
Emma Bailey
Business Operations Lead - Service Delivery
Gavin Johnston
Technical Manager
Keren McLean
Systems Service Contract Renewal Manager
Jamie Boyle
Head Of UK Sprinklers
Alan McQuiston
Senior Operations Manager
Lisa Christiani-Bend
HR Business Partner
Katie Wilson
AED Operations & Sales Support Lead
Donny Edney
Pfx
Graeme Robinson
Director, QEHS
Wesley Hopkins
ESE
Jess Bowen
Customer Service Coordinator
Tatenda Mbetsa
Financial Reporting Accountant
John Lodge
Director - Service Growth
Eoin O'Sullivan
Sales Executive
Chiran Utam
Sales Associate
Chris Miller
Senior Quality & Technical Business Partner
Thomas Dooley
Head of Regional Service (Scotland)
Frank Lynch
Sales / Projects Manager
Jake Hutchinson
Customer Support Advisor
Louise Fleming
Pre Sales Designer
Michael Whitehead
Programme Manager
Jamie Riddell
Senior DT Business Partner
Lexy Oakley-Smith
Finance Accounting Manager
Lynda Forde
Regional Director
Jonathan Cook
Credit Advisor
Karen Lamb
Credit Controller
Isaac Livesey
Credit Vetting
Clifton Gaffney
SALES AND PROJECTS MANAGER
Stephen Allan
Senior Credit Controller
Nessan Frawley
Transition Lead - Commercial Excellence
John McDonagh
Project manager
Khaleel Asmal
Credit Control
Hannah Wilson
customer service administrator
Yvonne Garner
AP Clerk
Lynsey Eyre
HR Rewards & Benefits program Manager
Helen Robinson
Accounts Payable
Julie-Anne Root
Customer service Team Leader
Afsana Mia
Accounts Payable Clerk
Wendy Leadley
Credit Control & Vetting Team Manager
Francesca Deakin
False alarm admin
Sarah Dodd
Accounts Payable Clerk
Julie Haworth
AP Clerk
Tracey Prescott
Accounts Payable Supervisor
Khalid Sadaat
Financial Accountant
Steven Walker
Sox Controller
Tracy Howarth
Credit Controller
Alison Keough
Head of Continuous Improvement – Customer Experience
Isma Tabbasum
Finance Operations Manager
Jake Francis
Senior Software Developer
Sian Pilkington
Project Support Specialist
Damian Hughes
Service Operations Manager
Barry Fearn
PFX Senior Operations Manager
Christian Kelly
General Manager
Sarah Relf
Head of Talent & Development
Iain Thow
Pre-Sales Fire Designer
Kieran Gillard
Technical Support Engineer
Steven Toon
Operations Manager
Jack Matthews
National Security Designer
Carl Green
Senior Software Engineer
Jeremy Hollier
Design Engineer
Farhan Munshi
Software Developer
John Newman
Senior Pre-Sales Consultant
Kieran McGovern
Design Engineer
Tony Basleigh
Pre-Sales Design Engineer
Jacob Fidler
Customer Service Agent (Smart Remote Services)
Lynn Gaull
Segment Leader - Finance
Antony Shipton
Service Team Leader Comm Care
Tim Cutbush
Design Engineer
Simon Crawford
Security Designer Engineer
Lee Rimmer
Senior Pre-Sales Consultant
Dave Moore
SME
Robert Taylor
Strategic Account Manager
Stuart Frances
Security OPS Manager
Brendan Masterson
Service engineer
Gemma Stockton
Senior PFX Operations Manger Midlands
Michael McDaid
Design Engineer
Jordan Kinkaid
Sales Associate
Jon Anforth
Strategic Account Manager
Louise Brett
Strategic Account Manager
David Hudson
Technical support
Adrian Shires
D&A Operations Manager
John Chapman
Technical Support Engineer
Nicole Sharpe
Specialist Services Lead
Sean Haycock
Head of Pre-Sales
Jason Buckley
Product Support Engineer
Cerys Hughes
Business Development Consultant
Bradley Smith
Remote Assist Manager
Charlotte Fawcett
Finance Departmental Administration Manager
Jason Hillier
Director
Joe Robinson
Head of Regional Installation
Iain Standbridge
Regional Head of Service
Declan Browne
Business Development Manager
Johanna Holmes
Admin Fire Leinster (ROI)
Sarah Kiernan
Client Support Manager
Anthony Burns
ESE
Paul Cameron
Fire Engineer
Osian Roberts
Engineer
Nasir Sheth
Category Manager
Greg Walsh
CES service and installation engineer
Clare Power
National Sales Manager
Nick Barker
Engineer
Rachel Jackson
Senior Customer Service Advisor
Andy Coey
PFX Operations Manager
Mark Dewell
Operations Manager
James Parker
Engineering Team Leader
Mark Kiely
Supervisor
Martin Stothart
Operations Manager
Anthony O'Leary
Account manager
Maria Paun
Retention Sales Consultant
Jessica Johnstone
Retention consultant
Vincent Monaghan
Engineer Supervisor
John Edmonds
National & Strategic Sales Director
Rory Cullen
Extinguisher service engineer
Guy Topham
PFX Rail Engineer
Mark McGauley
Ireland DT Manager
David Foord
sales manager
Brian Langford
Headof National Service
Dean Long
Engineer
David Mountcastle
Operations Manager
Robbie Clark
Supervisor
Anoop Revi
Project Manager
Richard Crossland
Engineer
Gordon Caywood
Project Manager
Isobel Pennington
TABP
Tony Desmond
Road Crew Supervisor
Sara McCann
Finance Project Co-Ordinator
Jemma Eccles
PMO Lead
Nicola Kays
Fire D&A Operations Manager
David Scott
Install Ops Manager
Gary White
Head of UK Fire & Gas Suppression
Karen Waring
TA Admin Supervisor
Christian Openshaw
Talent Acquisition Business Partner UK&I
Jada Gordon-Sinclair
FAM Admin
Dora Bodi
FAM Admin
Ruta Cernousova
False Alarm Management Team Leader
Angela Ferry
credit controller
Nick Gooderson
Supply Chain Analyst
Amanda Chadwick
credit controller
Rachel Fearn
Talent Aquisition
Chloe Dewhurst
Credit Controller
Lorraine Dewhurst
credit controller
Jessica Kennedy
Credit Controller
Natalie Hilton
Credit Controller
laky singh
Regional Sales Manager
Stephen Dowling
Service Team Manager
Kristy Wadman
Credit Control Team Manager
Nick Butler
Credit Controller
John Dunphy
Customer Liaison Advisor
Michelle Thistlethwaite
Head of Talent Acquisition
Julie Robinson
Security Operations Manager Northeast
William Ryan
Director, Ireland & N. Ireland
darren hoffman
project manager
Boopathikannan Balraj
Senior Applications Manager
Jon Hindley
Head of Business Operations
Manoj Gadhia
Financial Accountant
Stuart East
Operations Manager D&A Cardiff and Bristol
Thomas Smith
Regional Director
Richard Drew
Technical Product Manager
Phil Wearing
Team Leader
Ian Dockray
Technical Support Engineer
Daniel Smith
Fire Alarm Designer Pre sales
Conan Bloomer
Apprentice-engineer
Steve Natton
Product & Solutions Director
Mark Harris
PFX Operations Manager - South Coast
Graham Moloney
OPS
Muhammad Usamah Khan
Technical Support Engineer
Dave Watson
Application Team Lead
Rebecca Young
Customer Service Coordinator
Ali Majeed
Account Manager
Ian Stonehouse
National Account Manager
Jeanette Fish
CUSTOMER EXPERIENCE ADVISOR
Emma Clarke
National Account Manager
Sana Alwan
Customer Service Coordinator
Danushka Wickramaarachchi
Quantity Surveyor
Myles Moran
Estimator
Shaw Catherine
Customer Service Manager
Scott Smith
BDM
Steve Long
PFX London Operations Manager
Andrea Hargreaves
Customer Service Co-Ordinator
Tadhg Lane
Service Manager ROI
Ibraar Khan
Customer Service Co-Ordinator
Steve Wilce
Security Operations manager
Craig Ni
PFX Operations Manager - East Midlands
robert brazendale
HPC Operations support manager
Phillip Turner
Commcare Engineer
Dean Bradley
Head of Service - Midlands
William Sumner
Team Leader
Benjamin Savage
Call Centre Agent
Andrew Johnson
Sales Manager
David Robertson
Senior Sales Executive
Samantha Smith
Customer Service Manager
Steven Rapley
Key Account Manager
Lesley Leach
People Director
Paul Thomas
Senior Fire Systems Manager
Deborah Rowley
HRBP
Jamie Arden
Mobilisation Manager
Terri Melling
General Manager
Tom McGinty
Service Engineer
Adam Banwell
EH&S Business Partner
Marcus Henry
Senior Program Manager
Kathy Leech
Contract Support Manager
Liam Calderhead
Senior Fire Consultancy Co-ordinator
Simon Gregory
Commercial Sales Consultant
Adam Thomas
Customer Service Administrator
Jason Cookson
Customer Service Administrator
Victoria Cowley
Customer Service Team Manager
Antony McLoone
PFX Operations Manager
Kenny Rose
Servise engineer security
Andrea Duxbury
National Account Manager
Ann Tomlinson
Billing Team Manager
Ritesh Gadhia
Financial Accounting Manager
Steve Jolliffe
QEHS Business Partner (Chubb Systems)
Paul Fletcher
Project Manager
Nicola Williams
OPERATIONS ADMIN TEAM LEADER
Erum Piracha
Administrator
Jason Gardiner
Senior Account Manager
Nazparveen Malji
customer service coordinator
Richard Ayris
Customer Service Coordinator
Simon Albon
Sales Enablement Specialist
Richard Macey
M&A Business Partner
Heena Parkar
Customer Service Co-Ordinator
Siani Turner
Customer Service Administrator
Andrew Johnson
Key Account Manager
Kara Knight
Operations Manager
Madeleine Cordingley
Customer Service Advisor
Laura Bestwick
Data Analyst
Julie Schofield
Customer Service Administrator
Carl Greenacre
Service Director
Amanda Holden
Customer Service Team Manager
David Anderson
DT Operations Lead UK
Nicola Dalton
Senior Customer Service Co-ordinator
Richard Gibbons
Operations Manager
Magdalena Lyska-Grzanek
Project Admin Support
Emma Pickup
Customer Service Administrator
Jade Smithson
Account Co-Ordinator
Luke Shaw
Customer Service Coordinator
Simon Laughton
Engineer
Kayleigh Moody
EMEA Service Desk Administrator
Jamie Livesey
Senior Customer Service Coordinator
Simon Neale
Team Leader
Stuart Purton
UKI Lead Sales Training and Onboarding
Martin Uwins
Sales Manager
Amy Irshad
Customer Service Co-ordinator
Joanne Shepherd
Customer Service Coordinator
Tyler Harding
Customer Service Co-ordinator
Jim Morgan
Fixed Site Engineer
Emily Taylor
Customer Service Coordinator
Deanna Shenton
Customer Service Team Manager
Cassie Bestwick
Customer Service Team Manager
Tom Harvey
Supply Chain Manager
Ger Long
General Manager
Darren Williams
IT / Technical Manager
Jason Heaven
Engineer
Nicola Morton
Head of Customer Service
Peter Dawson
Service engineer
Gemma McKenner
Litigation Paralegal and Ethics and Compliance Liaison Officer
Mark Amey
Projects Engineer
Rory Arthur
Project Manager
Anj Bhogal
Service Desk Supervisor (EMEA)
Tom Brice
Supply Chain Manager
Martina Magee
General Manager ES ROI & Primark EMEA
Kevin Williams
Operations director - Fire Portables
Anna Maria Greenwood
Operations Coordinator
Michelle Baah
Project Manager
Paul Stanford
Projects Director
Francesca Grogan
Cash & Ledger Maintenance Team Leader
Gareth Owen
Product Account Manager
Anna Clark
Operations Manager
Reece Teer
Service engineer
Kevin Kersley
BLC
Alexander Holmes
Business Development Consultant
Khalid Saifullah
Fire systems Designer
Mark Earnshaw
Operations Manager
Stuart Maley
Director - Inside Sales
Alan O Connor
Director
Brian Grace
Security Installation Manager ROI
Chris Smith
Pensions, Benefits and Compliance Manager
Stuart Burgin
Strategic Account Manager
Sean Watson
National Fire Designer
Sallie Fidler
Sales Support Manager
Jeremy Nice
Regional Sales Consultant
John Cahill
Director, Supply Chain
David Lund
Fire Training Officer
Iain Maher
Complex Systems Design Team Manager
Ben Danby
Head of Regional Install
Simon Gallacher
Head of Technical Operations
Mike McGrane
Finance Manager
Mubina Ahmed
Customer Service Administrator
Simon Evans
Category Manager
Gillian Blackburn
Security Controller/EA
Mariyah Najeeb
Buyer
Nicola Gregory
Senior Direct Procurement Lead
Gareth Vipond
Category Manager
Claire Fish
Indirect Procurement Lead
Nicoleta Balan
Buyer
Carissa Kenneford
Purchasing Manager
Alastair Wilson
Managing Director
Harry Cronshaw
Buyer
Martin Greenwood
Procurement Project Analyst
Karen Margerison
Head of Demand Generation
Robert Keen
Operations Manger
Heather Fletcher
Proposition Manager
David Hall
Senior Proposals Estimator
Nicola Salters
Customer Service Team Manager
Greg Lambert
Commercial Director
Emma Smithson
Strategic Account Manager
Caroline Coward
CFO
Lee Wilkes
Supply Chain Quality & PFX Product Manager
Jim McSharry
Head of Technical L&D
Rosie Hanson
Business Support Trainer
Hamzah Lorgat
Director, Digital Technology
Chris Mursell
Business Development Manager
Chetna Singh
Senior Digital Marketing Manager
Jack Mercer
Head of Customer Contact Centre
Dean Broderick
PM
Kirsty Brooks
Director, Strategy & Development
Katrina Howells
Leadership Development Lead
Sue Dean
Director, Customer Experience.
Cassandra McCarthy
Legal Director UKI
John Stewart
Director - Operations
David Blezard
Director - Chubb Systems
Georgina Wilson
Director, Fire & Security
Dylan Lloyd-Roberts
Director – Fire Portables, Consultancy & Community Care
Henri Newman
Director, Monitoring Services
James Sykes
Operations Director - Frontline
Mirelle Ibrahim
Senior Marketing Manager
Gary Moffatt
Managing Director
Fathma Rashid
Internal Communications & Field Engagement Manager
Yaqoot Keyani
Demand Generation Consultant
Scarlett Clemson
Team Leader of Demand Generation
Margaret Marshall
Value Stream Campaign Manager
Ben Frew
Marketing & Communications Director
Michael Chapman
Creative Manager
