New Head of Customer Services at CRT

The Canal & River Trust has appointed Ian Rogers as its first permanent head of customer services.

The new role supports the Trust’s 10-year strategy to create stronger connections between the charity and the millions of people who use and enjoy its waterways each year, and is part of a renewed focus on improving the service the charity offers to customers.

Ian, who will be starting his role on 2 February, comes from Aon, the large insurance broker, where he has been managing director of the Aon Affinity division working with SME (small and medium-sized enterprises) customers.  Prior to that, he worked in senior customer service roles at Dataforce, Thomas Cook and Eurostar.

Ian’s priority will be to lead the Trust’s programme of customer service improvements, ensuring that all parts of the organisation put customers at the heart of what they do.  He will assume direct responsibility for leisure boating, licencing and enforcement.

Richard Parry, chief executive of the Canal & River Trust, said:  “I’m delighted to welcome Ian to the Trust.  Our future success requires us to continue to change how we do things; to engage with all those who use or visit our waterways, or live alongside them, in a different way, and to make customer service and community involvement central to how we operate.  Ian’s role will be vital in making these essential changes that will put our customers at the centre of our operation.”

As part of Trust’s ten-year strategy, the charity’s 11 waterway units will have greater focus on delivering excellent day-to-day customer service to boaters and other visitors, and working with their local Waterways Partnerships to create stronger relationships with local communities and stakeholders.

Fran Read, national press officer, Canal & River Trust

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