New chairman for Institute of Customer Service
The UK’s Institute of Customer Service has announced the
appointment of Mary Chapman as non-executive chairman. She
succeeds Dr Ted Johns who steps down this month after seven
years in the post.
The former chief executive of the Chartered Management Institute, Mary now holds several appointments as a non-executive director. These include being a commissioner to the board of the National Lottery Commission, a council member of Brunel University and a non-executive director at the Royal Mint. She is also a council member of the Girls’ Day School Trust, the largest educational charity in the UK.
In her previous role Mary led the then Institute of Management to achieve the grant of a Royal Charter, marking the recognition of management as a profession. Prior to this she was the founding chief executive of Investors in People UK and held a number of senior marketing, HR and general management positions within L’Oreal UK and Nicholas Laboratories.
She says: “I’m delighted to have the opportunity to help guide the Institute on its next stage of development. Customer service is a vital ingredient in the performance of any organisation across all sectors of our economy.”
Ted Johns says: “I’ve been actively involved with the Institute of Customer Service since its inception 12 years ago. It has been enormously inspiring and motivating. I’m confident we have found the right person to take the cause of customer service forward and I wish Mary and everyone involved with the Institute every success in the future.”
The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead and raise customer service performance and professionalism. It has more than 350 organisational members – from the private, public and third sectors – and nearly 7,000 individual members.