Doug joined CEDR in January 2021, as Head of Services for the Business Banking Resolution Service (BBRS).
His key responsibility is to manage the day to day service delivery performance for the casework team supporting the BBRS, which is a dedicated dispute resolution service for small and medium sized businesses who have an unresolved dispute with their bank.
Doug is an inspiring customer services leader with over 30 years' experience in leading multi-site operational teams in the financial services, utilities, and telecommunications sectors. His expertise lies within the customer service and complaint handling environments. A proven expert in delivering transformational change programmes and passionate about ensuring that people have the skills, support, and enablers to be the best they can be through cultural, process, and performance improvement.
