After a period of sustained growth, CET has announced that a new Customer Service Project Manager has joined the business as part of its senior team.
The outsourced insurtech specialist has recruited Tony Lucas to lead the drive to perfect the customer experience through enhancing existing business practices, with a key focus on planning, performance, training, developing and succession planning relating to CET front line employees.
Speaking of his appointment, Tony said: “I was made redundant as a result of the recent much-publicised negative impact on the aviation industry and, after speaking with former airport colleagues who now worked at CET, I was aware of how highly thought of the company was. So, when the opportunity for a potential role came up to help drive the customer experience, I jumped at the chance.
“I see my role as having five key areas of focus, with these being improving the quality of service delivered to the customer, ensuring the safety and wellbeing of employees in a homeworking environment, improving efficiencies, cost control and our people. Each of these is integral to the further development of our business, however the one that drives each of these other areas is our people and consequently this will always be at the forefront of my focus.
“I’m a big believer in attacking the process and not the person.”
Tony joins CET from East Midlands International Airport where he held the roles of Head of Customer Services, Head of Security and most recently Head of Operational Planning and Resourcing. Prior to this Tony worked in Senior roles at Amazon, Unipart Logistics and Toyota.
He added: “I have already established that CET has a completely different methodology to anything I have ever seen in previous roles. The company has demonstrated that it takes a very collaborative approach and is always looking to challenge established ways of working to find any new way of learning and improving service delivery.
“I really feel that I have been given the required space to make decisions and find solutions, while being encouraged to push the boundaries. CET as a business strives for an excellent customer experience, and my focus is on how we establish our current state with a view on road-mapping improvements going forward using the ‘Voice of the Customer’ along with the ‘Voice of the employee’."
CET provides claims management solutions and specialises in home emergency policies, working with insurers to deliver home emergency cover for approximately one in eight properties in the UK.