CCW appoints Nicola Brown as Director of Consumer Relations

CCW is pleased to announce the appointment of Nicola Brown as its new Director of Consumer Relations.

Nicola joins the consumer body’s Executive Team having spent the last six years working for Npower as Head of Customer Contact following four years at British Gas. In both organisations, Nicola led large operational teams in delivering great service and transformed the complaints experience for customer’s whilst maintaining a strong and proactive relationship with external stakeholders and regulatory bodies. Nicola has also experience in leading digital and customer transformation as well as spending a year working for a charity focused on supporting vulnerable young people.

In this newly-created role, Nicola will head up CCW’s Consumer Relations team, who handle upwards of 12,000 complaints and enquiries every year from customers who have been unable to resolve an issue with their water company or retailer. Last year, the team negotiated on behalf of consumers to secure £1.8 million in compensation and redress on their behalf.

Commenting on her appointment, Nicola said:

I’m excited to be joining the team at CCW. I’ve always been passionate about people, making a difference and delivering a great customer experience. Here at CCW I see that ethos is shared, and I’m thrilled to take on the role to champion consumers of water and make a real difference now and in the future.

Emma Clancy, Chief Executive of CCW, adds:

CCW is always seeking to improve the experience of water customers. In part, that involves learning from others and listening to new perspectives, so we are delighted to welcome Nicola Brown to our team as CCW’s first Director of Consumer Relations. I’m looking forward to learning best practice from the energy sector and for our colleagues to benefit from Nicola’s person-centred leadership.

Nicola joined the team at CCW on Monday 4 October.