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2025 Awards Case Study: Transforming customer support from the inside out

Published on 13 June 2025

2025 Awards Case Study: Transforming customer support from the inside out

When Brian Queen joined NCFE in 2021 as Head of Customer Service, he walked into a team that was struggling. Morale was low, leadership wasn’t aligned, and customer support felt disconnected from the rest of the organisation. For a company built on providing education and opportunity, that wasn’t good enough. The task ahead was clear: rebuild the culture, improve performance, and create a place where both customers and colleagues felt valued.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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