Thames Water has promoted Kelly Macfarlane from her role as chief customer officer, to succeed Ian Cain as managing director, customer service and retail.
Steve Robertson, chief executive officer of Thames Water Utilities, said:
“I’m delighted that Kelly has agreed to step up to this important post. In the few months that Kelly has been with us she has impressed everyone with her energy, ability and absolute determination to ensure that all our customers get the best possible service.
“Our performance has been improving, with a significant reduction in complaints and bad debt, increased levels of customer satisfaction, and many more customers choosing to manage their accounts online, but we are still well behind the best in the industry. That is a gap we are determined to close and I am confident that Kelly is the right person to lead our customer-facing teams on that journey.”
He thanked Ian Cain for his work over the last three and a half years, adding:
“Ian established the role of managing director for customer service and retail. He and his team have delivered significant improvements in customer satisfaction, laying foundations on which we will continue to build.”
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