Grant Westfield has appointed Joseph Gawne as its Customer Experience, Quality, and Training Manager.

Gawne brings several years of experience within the customer service sector, with a strong background in quality assurance, team leadership and coaching. He has successfully developed and embedded quality assurance frameworks into daily business operations, driving improvements in service delivery and ensuring consistently high standards across teams.

Commenting on his appointment he said: “I’m really excited about the opportunity to contribute to Grant Westfield’s journey toward delivering a world-class customer experience. I look forward to working closely with the wider team to identify areas for improvement and to ensure that every customer interaction we deliver is consistently exceptional.”

Donna Baird, Head of Customer Experience at Grant Westfield, commented: “Joe's role is a new and key addition to my leadership team. He will be responsible for reshaping our customer interactions by creating and implementing a new customer experience framework. This will align our teams around new service standards and scoring systems, helping us deliver world-class service.

"We currently have around 100,000 customer interactions annually, and Joe’s role will support us in monitoring and enhancing these.

"Joe will also be responsible for training our Customer Service team. His training will cover soft skills as well as a continued focus on building knowledge of our systems, processes and products.

"I’m confident that Joe will play a pivotal role in our success, and I know he’s looking forward to joining us here at Grant Westfield.”