Having worked in customer operations roles at NOCN Group for three and a half years, Rachel’s appointment is a fantastic example of our ongoing commitment to developing and promoting talent from within NOCN Group – and one that reflects the strength of experience and leadership already embedded in our organisation.

With a deep understanding of our customers, a passion for operational excellence, and a clear focus on service quality, Rachel brings invaluable insight to our Executive Committee. Her dedication to putting customers at the heart of everything we do will play a key role as we continue to strengthen our operations and enhance the support we provide across the Group.

To mark her appointment, we sat down with Rachel to talk all things customer service, her experience stepping into the role, and her vision for driving even higher levels of customer satisfaction at NOCN Group.

Q: Congratulations on your appointment! How have you found your first few months as Group Director of Customer Services and Operations?
Thank you! It’s been an incredibly rewarding and energising few months. Stepping up from a Head of Department role into a Group Director position has been both a significant shift and a great opportunity for growth. Balancing the immediate operational priorities with the longer-term strategic direction requires a different rhythm and mindset. I’ve had to be intentional about stepping back from the detail. That shift has been one of the most valuable learning curves so far. Overall, it’s been a busy but hugely fulfilling start, and I’m excited about the impact we can continue to make in the months ahead.

Q: Customer service is central to NOCN Group’s mission. What does ‘excellent customer service’ mean to you in practice?
To me, excellent customer service starts with true customer centricity. Designing everything we do around the needs, expectations, and experiences of the people we serve. In practice, it means making our services clear, reliable and easy to navigate, really listening to customers, and resolving issues quickly with ownership and empathy. It’s also about using insight to continually improve, reducing friction wherever we can, and ensuring our teams feel empowered to make decisions that benefit the customer. At its core, excellent customer service is about building trust and creating consistently positive experiences that reflect NOCN Group’s mission and values.

Q: You’ve progressed into this role from within the organisation. How has your previous experience shaped your approach to leading customer services and operations?
My experience within the organisation has shaped my approach significantly, giving me a deep understanding of our customers, our people, and the operational realities of delivering our services. Having previously worked as a head of department, I’ve seen firsthand where things work well and where there are opportunities to simplify, modernise and make our services more customer-centric. It’s helped me appreciate the pressures teams face and the importance of creating clarity, removing barriers, and empowering colleagues to make decisions confidently. That insight means I can lead with both strategic ambition and practical awareness, ensuring our plans are grounded in what will genuinely improve the customer experience and strengthen operational delivery across the Group.

Q: What are your key priorities for improving customer experience over the coming year?
Over the coming year, my priority is to enhance the overall customer experience by improving our customer-facing platforms and making them more intuitive and supportive of the customer journeys people take with us. Alongside this, we’ll be introducing a more streamlined way of managing customer queries internally, giving our teams clearer visibility so they can respond more quickly and consistently. Together, these improvements will make it easier for customers to interact with us at every stage and ensure we’re able to support them in a more proactive and joined-up way

Q: Finally, what message would you like to share with customers as you step into this role?
I want our customers to know that delivering a positive, consistent experience really matters to us. We’re focused on listening, learning, and making it easier to work with us, so you feel supported and valued every time you interact with NOCN Group. We always welcome feedback and encourage customers to get in touch, whether it’s to ask a question, share an idea, or tell us what we could do better. Those conversations help us improve and shape the way we work. By keeping customers at the heart of our decisions, I’m confident we can continue to deliver services you can trust and feel good about using.

Rachel’s commitment to listening to customers, supporting teams, and continuously improving how we operate is already making a positive impact. That impact is reflected in the feedback we receive from customers every day.

Recently, one customer shared the following about their experience with NOCN Group:

“Shoutout to NOCN Group — brilliant service! I gave them a call and, to my surprise, was speaking with someone within a minute.

No waiting around — just straight answers and real support. They helped me through the booking process, explained all the renewal fees, and followed up with emails including training materials and everything I needed. Honestly, I was shocked at how fast and smooth the whole experience was.

Well done, NOCN — that’s how it should be done.”

As Rachel continues to lead our customer services and operations, her focus on collaboration, innovation, and excellence will help ensure that every customer interaction reflects the values and standards NOCN Group is proud of.