Ireen Lock - Head of Site/Operations Manager, The AA
Since October 2005, Ireen has been Head of Customer Contact Services within the Ministry of Justice Shared Services Centre at Newport. The centre was set up to deliver HR, Finance and Procurement services to the Prison Service, providing services to around 48,000 staff. Since then MoJ has expanded it's delivery and currently provides shared services to approximately 100k customers including the Home Office and HMCTS (Her Majesty's Courts and Tribunals Service)
Prior to this Ireen was Operations Director with Conduit, managing a 1,000+ seat operation delivering directory enquiry services in the newly de-regulated market. Also whilst at Conduit Ireen managed several outsourced customer service contracts mainly in the telecoms sector eg. Vodafone.
Ireen was a founder member of the Cardiff and Newport Call Centre Initiative which led to the formation of the Welsh Contact Centre forum. She has previously chaired the Welsh Contact Centre Forum for a period of time and is still an active Board member.