Strength in Numbers
The Value of Community

The Forum Heroes

Forum Hero awards are presented to outstanding customer professionals, active in our Communities, recognising their exceptional personal contribution in developing professionalism and best practice. They join our growing rank of heroes, reflecting excellence at all levels in our profession.

2023
Lucy O'Shea
Head of Workforce Optimisation
Hoist Finance
Debs McGeever
CCS Operations Manager
The Environment Agency
Paul Bentley
Development Centre Manager
Loop
Richard Laidlaw
Head of Ops Support
Sainsbury's Bank
Steven Miller
Resource Planning & Capacity Manager
Benenden Health
Busola Akinsola
Head of Capacity and Operational Planning
The Open University
2022
Karl Fletcher
Resource Planning and MI Manager
Novuna Finance
Jenny Hayes
Head of Resource Planning
RSA
Richard Moore
Enterprise Analytics Leader
Anglian Water
Liz Vosper
Senior Manager KM & Quality
The Open University
Dave Wilkinson
Regional Planning Manager
British Gas
2021
Jas Thiara
Head of Group Planning & Scheduling
Severn Trent Water
Gabi Stedman-Braun
Performance Manager
DAS
Benedicte Frew
Head of Distribution 
Planning & Strategy
Skipton Building Society
2020
Dick Fitzgerald
Operations Support Manager
Three Ireland
Michelle Gough
Head of Capacity Planning & Scheduling
Yorkshire Ambulance Service
Rodney Assock
Director Culture and Corporate Responsibility
LV=
2019
David Bruce
Innovation Lead
Openreach
Ian Gibson
Operations Director
Ingeus
Laura Moss
Head of Command Centre
Santander Operations
Lorna Norris
Head of Planning & Change
BGL
2018
Jasmeet Narang
Director
Santander Operations
Phil Coole
Senior Operational Planning Manager
LV= Insurance
Richard Brimble
Managing Director
Understanding & Learning
2017
David Edwards
European head of Workforce Management
Staples
Bob Stella
Head of Business Implementation
L&G
Andy Bugg
Quality Analyst
FCA
Jo Hale
Customer Contact Director
Domestic & General
Peter Massey
Managing Director
Budd
2016
Emma Botfield
Head of Customer Services
RS-Components
Richard Aldous
Planning General Manager
Severn Trent Water
Jenny Ryatt
Head of Command Centre
Geoban
Rob Tuck
Director of Workforce Optimisation
Intercall
Sven Hill
Head of Planning and Insight
Belron Autoglass
2015
Richard Abdy
Workforce Scheduling & Planning Manager
NE Ambulance Service
Dee Chapman
Call Centre Manager
Essex & Suffolk Water
Ruth Mercer
Service Quality Manager
Hughes Insurance
Ivan Smith
Support Services Manager
Motability Operations
Colin Whelan
Senior Solutions Consultant
Aspect
2014
Catherine Kellett
Operations and Planning Manager
The White Company
Garth Harriman
Speech Analyst
Neopost
Rachel Jones
Resource Planning Manager
Worldpay
Adiba Ghauri 
MI & Resource Analyst/Training Officer
Harrow Council
Steve Pink
Head of Operational Performance
LV=
2013
Jamie Campbell 
Forecasting and Scheduling GI Sales
LV=
Dave Conway 
Performance Improvement & 
Quality Manager
UKAR
Jonathan George
Operations Director
White Concierge
Clare McMillan 
Senior Capacity Planning Analyst
Tesco Bank
Simon Butler
Resource Planning Manager
Direct Line Group
2012
Peter Doak 
Resource Planner
Concentrix
Tim McKeegan
Performance Manager
Belron UK
Anita Yandell-Jones 
Performance Manager
DAS
Tracy Johnson
Operational Planning Lead 
Retail Sales & Service
RSA
Julie Warne 
Head of Reservations
Carnival UK
2011
Gerry Chambers 
Forecasting and MI Manager
Student Loans Company
Paul Milloy 
National Resource Planning Manager
British Gas Services
Sue-ann Pauline 
Resource Planning Manager
Aegon Scottish Equitable
David Hingley
Head of Management Information
Shop Direct
Debbie Grundy 
Manager
Department for Work and Pensions
2010
Phil Anderson 
Resource and Planning Manager
Gold Medal Travel
Adrian Hawes 
Resource Optimisation Manager
Aviva
Aaron Gourlay 
Senior MI and Resource Analyst
Eurostar
Nick Lane 
Director of Strategy and Planning
Orange UK