The faces behind CWSL Training Services

Hello, I'm Caroline. I've worked in the customer service industry for over 25 years

I’m an award winning customer insight professional. In 2020 I won the National Centre of Diversity Advisor of the year. 

I presently hold a number of appointed roles, including:

  • Commissioner to Energy UK’s
  • Customers in Vulnerable Circumstances Commission, an Advisory Board Member to
  • the Money and Mental Health Policy Institute, Independent Advisor to the Kent
  • Police and Crime Commissioner, Consumer Vulnerability Expert at the Money
  • Advice Trust, and Member of CIVEA’s (The Civil Enforcement Association)
  • Compliance, Adjudication and Review of Enforcement (CARE) Panel.

Prior to all of this, I worked in the financial services industry for over 25 years and moved to the PIA Ombudsman Bureau in 1997 as an adjudicator before moving to the Stakeholder Management team in 2000 when the PIAOB was amalgamated into the Financial Ombudsman Service.

My senior management roles, included Head of Outreach, Customer Insight and Special Projects. And along the way I led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index and Leaders in Diversity.

In 2017, I decided it was time to leave the Financial Ombudsman Service, because I wanted to be able to work more closely with businesses on all things customer service and experience. Fast forward to 2019 and I’ve worked with a number of organisations – including the Money Advice Trust and is a Commissioner to Energy UK’s Commission for customer in vulnerable circumstances. 

“I’m all about how customers are left feeling at the end of an exchange with a business. It is a pivotal movement in the relationship – and it can make or break it. I love working with businesses – and seeing things from a slightly different perspective – helping them to improve customer experience through their greatest asset; their people

Outside of work I love walking my dogs, being outside in the elements – whether that’s countryside or the beach – just as long as it includes big skies and spicy pickled onions (not always in that order).

Hi, I'm Sarah and I have worked in the complaints industry for over 16 years

I’ve worked for over 20 years in the financial services industry with 16 of those being at the Financial Ombudsman Service. My experiences while working there included:

  • Managing the technical desk – instilling a team ethic of providing excellent customer service over the telephone, as well as projects to improve services for businesses. And despite being a manager I still loved jumping on the phones to help businesses, as much as I could.
  • Working as an outreach officer – manning the technical desk as well as writing and delivering small business training to businesses across the UK.
  • 10 years as an adjudicator, including working closely with ombudsmen on the more challenging mortgage cases.

In 2018, I left the Financial Ombudsman Service and set up CWSL with Caroline because I passionately believe that complaints handling can be done differently for better results for businesses.

“I found it frustrating that I was providing businesses with only part of the picture, leaving them no clearer on what they should be doing when a complaint was actually made to them. CWSL is all about making sure businesses leave our training with practical skills that help them immediately.”

Away from work, I love gardening, but I also love researching real ales, holidays in Scotland and socialising.