Thames Water has appointed as its new Retail Director who will join the Executive team and start on March 1.

Warren Buckley joins Britain’s biggest water company from HSBC plc where he was responsible for the onshore and offshore contact centres for its retail and wealth business, including customer experience transformation and sales and service performance.

He led a team of 20,000 colleagues globally for HSBC as Managing Director and Global Head of Channel Optimisation and Contact Centres. Prior to HSBC, he held several positions at BT, including Managing Director of Customer Service and Operations at BT Retail, and Managing Director of Service Management at Openreach. He is also the Chair of Citizens Advice, a position he took up in 2018 having served as a trustee since 2012.

Sarah Bentley, Thames Water CEO, said:

“I am really excited that Warren will be joining the team. Customers are our top priority at Thames Water, and Warren’s considerable expertise is exactly what we need to transform the service our customers receive.”

Warren Buckley added:

“I am delighted to be joining Thames Water – a company that provides such an essential service to millions of customers in London and the Thames Valley. I am passionate about providing customers with the best possible experience by inspiring our colleagues who serve them. This has been at the very heart of my career and I look forward to continuing this journey with the team at Thames Water.”

Thames Water is the UK’s biggest water and wastewater services provider, providing essential services around the clock to 15 million customers across London, the Thames Valley and surrounding areas.