Lynda Campbell - LJC Associates
Lynda has successfully led a significant transformation programme, with the challenge of changing the hearts and minds of 1,200 people to becoming entirely focused on the customer. Lynda runs this 1.1bn customer value business using a very simple model … happy people = happy customers = profit. The results…customer advocacy scores are the highest within the utilities industry, complaints have reduced by half, and more customers are choosing to stay with British Gas. Lynda has successfully led the centre to various external recognition and 15 external awards in the past 18 months, including being crowned the European Call Centre of the Year in 2009 and 2010 at the European Call Centre Awards, an accolade no company has received twice. The centre was also crowned the Best Centre to Work For in Europe in 2009 and 2010. Lynda has a 22 year old daughter and is a keen sports woman who now has a passion for golf. She is also an avid Welsh Rugby fan which is a part of the DNA for anyone with welsh heritage.