Jason is the Head of Contact Centre Operations for Shared Services Connected Ltd, leading a successful and motivated team to deliver front line customer support to employees, customers and suppliers of 29 UK Government Departments.

Jason has worked in the Contact Centre Industry for 16 years, in various capacities starting as an agent, progressing into first and middle management roles as well as working within support functions like Project Delivery. He has been in his current role since 2021.

Jason married his husband in 2022, and together they enjoy pampering their two beautiful dogs. In his spare time, Jason is currently working towards his Leadership and Business Management BA with the Open University.

Anthony is the current Head of Customer Service Operations at the General Dental Council, bringing with him valuable experience in leading teams and supporting customers, primarily in a regulatory environment.

He has had various roles, including responsibilities for developing and implementing training and quality programmes within a Contact Centre, Anthony has a passion for using customer insight to engage people and deliver service improvements for customers.

His work in a regulatory environment has given Anthony a unique insight into understanding what the customer experience looks like where people may not have any choice in using the services that an organisation offers.’

Phil first walked into a contact centre in November 2002 and still finds himself wondering why he never left. All of his 20 years have been spent in Public Sector contact, ranging from the fast pace of a Police 999 call centre where answer times really do have life and death consequences, through to local government with the breadth of different services that encompasses. Phil passionately believes that technology and channel choice are valuable tools to support the real stars of the contact centre, the agents who answer the calls, and not that they are there to replace them. In his current role as the Head of Customer & Registration Services at the London Borough of Camden Phil is exploring how technology can enhance and develop a new kind of super-agent, equipped with digital skills and expertise which empower customers to play a greater role in their own journey. A self-confessed data geek, Phil believes that through unlocking the intelligence of the contact centre, organisations can move their understanding of the customers they serve to a whole new level, which in the public sector, means changing lives.

Elaine Lee is Managing Director of ReynoldsBusbyLee Ltd, a consultancy specialising in customer experience and customer engagement. Elaine works with direct marketing companies across DTC and B2B andcharities, enabling them to better understand the interactions they have with their customers and how to build lasting relationships that benefit both the organisation and the customer. Elaine co-founded the consultancy over 18 years ago, after running inbound and outbound telemarketing and customer services teams across Europe for Time-Life Europe, and globally for IMP. Elaine’s work at Reynolds Busby Lee includes heading customer acquisition teams, developing and revising marketing and customer service strategies and introducing new contact channels into the marketing and service mix for her clients. She is a practitioner at heart.  

Elaine’s passion for the inclusion of all customers including those who are in vulnerable circumstances led to her role as the inaugural Co Chair of the DMA’s Vulnerable Consumer Working Party, and the design and delivery of bespoke training and learning and developments sessions for customer facing teams in the commercial and not-for-profit sectors. This training enabled customer facing teams to recognise customers in vulnerable circumstances and understand how to make reasonable adjustments ensuring all customers are treated fairly and receive good outcomes

Elaine is also a trustee for Sightsavers, and chairs the Sightsavers Sweden and Norway boards of Trustees and has been a member of the Telephone Preference Service (TPS) Board since 2015.