Niall has worked for over 12 years within the Customer Service environment, excelling most recently within the IT Service Desk, End-User computing industry. He has continually explored new challenges and has attained qualifications in ITIL Foundation and ITIL Service Operations. Niall has gained experience across several roles, including as a First Contact Agent, Service Desk Supervisor, Service Desk Management and Service Delivery Management. As a result, Niall has acquired a wealth of expertise in Contact Centre efficiency and performance. As part of the Rail Ombudsman, Niall will be responsible for overseeing the performance of the Customer Contact Team and supervising the service delivery.
Clare is our Head of Marketing and Communications. She holds a BA (Hons) in Business Studies from the University of Portsmouth and a Post Graduate Diploma from the Chartered Institute of Marketing. She is passionate about relationship building and communications and has spent her career working in the professional services sector with over 16 years’ experience marketing at Big Four Accountancy companies.
Sarah joined the Rail Ombudsman as Contact Manager in September 2018, bringing with her a wealth expertise and 25 years of experience within the Contact Centre and Operations environment across multiple sectors including Aviation, Finance, Retail and IT.
Sarah studied at Ruskin University and has attained a postgraduate in Call Centre Management and a MSc in Business Technology Management.
She is responsible for the day to day delivery of performance and productivity of the Rail Ombudsman Contact Team.
Sarah joined The Ombudsman in January 2018 to lead the work of our Consumer and Member Services Department, which provides membership and consumer advice and operates our expert witness services. Sarah has spent her career in managerial positions within market-leading commercial and not-for-profit organisations including a research association that influences regulatory change at a European level.
Matt joined the Ombudsman in June 2018, bringing diverse experience and customer service expertise gained in the public and private sectors, working across a range of industries. As Head of Engagement, Matt’s responsibilities include stakeholder relationship management.
Sam joined the Dispute Resolution Ombudsman in October 2018 as a Lead Ombudsman bringing with her a wealth of expertise in consumer law issues. Prior to becoming Lead Ombudsman, Sam gained invaluable experience in case management through her role as a conciliator. Sam specialises in Consumer Civil Law and her career in dispute resolution spans 30 years, during which time, she completed her Diploma of Consumer Affairs. Sam is also a Member of the Chartered Institute of Arbitrators and the Treasurer for the Institute of Consumer Affairs.
Sarah joined the Dispute Resolution Ombudsman in June 2015 to lead the work of the Consumer and Member Services team, which provides membership and consumer advice services. In October 2017, Sarah took up a new position leading the Ombudsman team as Senior Ombudsman and Head of Casework. Sarah has obtained a Level 5 BTEC in Complaint Handling and Investigation and has completed a leadership and management course at City University.
Sarah read Law for 3 years prior to graduating with honours in 2008. Later the same year she took up an advisory post at Consumer Direct, the national government backed consumer advice service. After some time with Citizens Advice, Sarah moved in to the private sector in 2010 where she worked as a Customer Service Executive responsible for managing commercial contracts and customer complaints.
Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.
Judith was previously employed by a City Law firm, practising in Commercial Law. An experienced legal professional, Judith also specialises in Alternative Dispute Resolution and joined The Ombudsman in 2011. Since her appointment, Judith has written and presented a wide variety of training courses on Consumer Law and Compliance.