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.