Select a topic

2018 Judging Panel

External Judges


Neil Arrowsmith Rodney Assock

Allan Bell-more   Emma Botfield

   Richard Brimble  Simon Butler

David Edwards   Ian Gibson

Adrian Hawes     Sven Hill 


James Mitton     Dale Owen


Sharon Reeves   Lisa Steele

Martin West



Neil Arrowsmith - Neil is Head of Operational Excellence responsible for a range of support functions including Planning, Risk & Quality Assurance, Continuous Improvement and Business Intelligence functions. Neil lead his team to Planning Team of the year 2015 and was one of the first planning functions to achieve Accredited status through the initial pilot. He’s passionate about putting people first and been an advocate of development programmes within The Forum.

Rodney Assock – Rodney is the Operational Services Director for General Insurance at LV= responsible for a range of support functions including Planning, Business Performance, Training, Customer Experience, QA and Change. He's loved working for organisations that focus on their people so they can deliver brilliant results for their customers, a winning formula that has achieved numerous industry awards.

Allan Bell - Allan, currently Head of Resource Planning for Scottish and Southern Energy has worked in contact centres for 17 years, with 12 years spent leading global WFM teams on and offshore in large complex financial services, online retail, travel and concierge sectors. Allan has extensive experience of large scale CC technology implementations driving significant ROI across operations and is focussed on transformational change through engaging teams and people.

Emma Botfield – Emma has a wealth of experience in customer service strategic and operational management and has managed a team within large, complex organisations within the private and public sector. Currently working for RS Components she has over twenty years’ customer service experience. Emma is an accredited Six Sigma Black Belt, NLP Diploma holder & ILM Level 7 Coach and Planning Hero.

Richard Brimble – Richard, a European Call Centre & Customer Service lifetime achievement award winner, has advised companies on bringing about improved communication, customer experiences and sustainable change for nearly 30 years. Richard is co-author of Understanding – Keeping the Human Factor Alive in the Digital Age. He is Managing Director of change management consultancy Understanding & Learning.

Simon Butler – Simon Butler is currently Head of Planning & Business Intelligence at esure. Through his work at RSA, RBS, DirectLine Group, esure and The Forum he has managed successful planning functions, developed best practice and provided on-site support to many individuals and centres. A previous award winner, finalist, Planning Hero and recognised expert in contact centre planning, Simon has been a champion for best practice across the industry for 15 years championing the development and implementation of the BSc programme in Contact Centre Management & Planning and the Standards Audit programme.

David Edwards - David is the Support Services Director for Capita PIP responsible for a range of support functions including Field, Contact and Capacity Planning, Performance Management and MI. He has 17 years industry experience and was an award winner in 2014 with UPC (Now Virgin Media Ireland). Last year saw him shortlisted with Staples Europe and awarded a Planning Hero award for inspiring change and sharing best practice.

Ian Gibson Ian is director of shared service for the Ingeus Group who provide employability, youth, health and probation services. Ian has over 20 years’ experience with customer services and contact centres having working previously for companies such as npower, Vodafone and Royal Sun Alliance alongside more social based organisations such as Carbon Trust and Orbit Housing. Passionate about the need for service excellence/, Ian holds an MBA, is a qualified six sigma black belt and is a NLP certified.  

Adrian Hawes – Adrian is Co-Founder and Director of Select Planning Ltd, working with businesses that want to transform their customer service using exceptional resource planning, business intelligence and performance management. A previous award winner, finalist, Planning Hero and regular judge of these awards, Adrian has been a consistent champion for best practice across the industry for nearly 20 years.

Sven Hill – Sven is Head of Planning & Insight at Autoglass® responsible for Contact Centre & Field Planning, Call Quality and Business Intelligence functions. An experienced awards judge and MBA holder with over 18 years’ industry experience, he won the Innovation of the Year award in 2011 & was a Forum Hero award winner in 2016. Sven is actively involved in combining planning and analysis best practice, to deliver constantly improving customer experience and business results across all channels.

James Mitton - James is responsible for Group Customer Service and has worked in Shop Direct for 11 years in a variety of roles that included restructuring the Group as Transformation Director, and various Operations board roles around planning, strategy, MI, group complaints, and customer service. Involved in driving the digital transformation within Shop Direct James has recently landed a new partnership with Webhelp that will digitally shake up customer service whilst halving the costs and improving the customer experience. He and the team have already won 6 awards during the first stage of these changes.  

Dale Owen - Dale is a Resource Optimisation Manager with over 13 years’ experience managing teams in contact centre, project and retail resource planning. A firm believer in best practice and developing resource planning capability, Dale has led a number of key initiatives including “Planning for Success”, which promotes planning capability via bite sized, online learning and “Resource Advocates” which was a key success factor in the advocacy and use of a new WFM tool rolled out to over 15k community banking colleagues in 2017.

Sharon Reeves - Sharon is an experienced Customer Services leader with a track record of successfully transforming operations and creating truly engaging, efficient and effective digital services.  She has 20+ years’ experience in the telco and Financial Services industries and is passionate about creating cohesive and comprehensive customer experiences which optimise channel opportunities and strengths.

Lisa Steele - Lisa Steele is the Director of Customer Contact & Transformation for TUI UK&I and has more years’ customer service experience than she cares to remember, having held many varied operational roles within utilities, retail and tourism, topped off with 8 years in management consultancy. Her time as a consultant provided her with access and insight into many other sectors from the public sector through to retail banking. Lisa has led many major customer service transformation programmes and has a track record of delivering step change in customer service performance at the same time as realising financial benefits for the organisations she has worked in and with.

Martin West - Martin is the UK Resource Planning and MI Director for Capita Customer Management responsible for all aspects of Resource Planning and MI report production for many of the UKs top brands. He has over 20 years’ customer service experience working across all areas of Support Services both on and offshore and across multiple sectors. He is a transformation expert and had led improvement programmes in a number of UK organisations including Royal Sun Alliance, Orange, Dixon’s Carphone and Thomas Cook



Quote 11
Quote 14
Quote 15
Quote 16
Quote 17
Quote 18
Quote 19
Quote 20
Quote 21
Quote 22
Quote 23
Quote 24
Quote 25
Quote 26
Quote 27
(c) Professional Forums Ltd 2000-2018