|
 Macquarie Telecom is pleased to announce that Simon Gatward has been
appointed to the newly created role of Group Executive, Telecom Services.
Based in Sydney, Gatward will be responsible for overseeing the entire
Macquarie Telecom customer service strategy from post-sales support to
third-party vendor management and proactive network operation. He will also be
responsible for directing investment in programs to improve customer service as
well as training and education across the business – A champion of customer
care.
Prior to his appointment he held roles as VP Global Services ANZ and Pacific
Islands for Ericsson and GM Global Infrastructure Services ANZ for Unisys. In
both roles Gatward was responsible for building and supporting ICT
infrastructure and network operations for a number of Australia’s leading
business and telecommunications organisations. His varied background in both
vendor and service provision roles gives him a strong appreciation of how each
component of the service chain must integrate seamlessly to meet customers’
objectives and deliver standout customer service.
In this new role Gatward will report directly to David Tudehope, Chief
Executive of Macquarie Telecom; a further reflection of the importance the
business places on customer care.
“This role has been created to lead our customer care strategy and will
underpin every service offered across our business. For too long the telecoms
industry has focused on infrastructure as its differentiator and this has come
at the expense of the customer experience. We recognise that in this new age,
the business with a focus on customer care will be the business that
differentiates and succeeds” said David Tudehope, Chief Executive Officer,
Macquarie Telecom.
Speaking to Simon, he shares his plans for Customer Service and how the
National Broadband Network is going to impact how telecoms position themselves
in the market.
“My major goals (after I get my feet under the table) are to establish where
the priorities are to create a step change in our customer service and
operations business” said Simon Gatward. “In a climate where there is a huge
focus on the customer experience, we need to focus on some key strategies that
will take us to the next level. The WCA Award is fantastic recognition and I
would like to put us in a position where winning awards becomes part of our
ethos, it’s all about maintaining that winning momentum.”
Simon has also stressed the importance of the entire organisation supporting
a culture of ‘World’s Best Customer Care’.
“To me, Personal Accountable Service is about enabling and empowering people
to do what is necessary and also to do the ‘right thing’, as apposed to simply
being bound by policies and rules. PAS is about having an organisation that
feels empowered to take the steps necessary to meet the customers’ expectations
rather than educating the customer on what internal policy is.”
The National Broadband Network promises to bring change not only to the
technology available to Australian business, but also heralds a new era of
competition in the industry, Simon noted how Macquarie Telecom will fit into the
new landscape.
“In an NBN world you have leveled the technology playing field, so no doubt
the difference between telcos is going to be about customer service. One of the
fundamental aspects that Macquarie Telecom has demonstrated by our financial
performance is the value in investing in improving customer service. The World’s
Best Customer Care isn’t a new addition to our strategy either, simply because
the NBN is forcing us, it’s be been core to our culture and business from the
beginning.”
Additionally, Simon is keen to focus on a strategy of prevention that will
see far more pro-active initiatives at Macquarie Telecom.
“Good customer service has to be experienced in the life cycle of acquisition
and delivery thought to management and maintenance. My core focus is prevention
- how we make sure that we deliver on our commitments and that we are proactive
in our management of that process and invest as heavily in prevention of issues
and not just the management of faults.”
Now how can we help you?
Contact Macquarie Telecom
More articles from the News Centre
| 
