Condor Ferries is pleased to announce the appointment of Keith Gait as Customer Service Experience Director.
In the newly created role, Keith will be driving forward improvements to Condor’s customer services offering and enhancing the customer experience, from booking through to check-in, onboard travel, and aftercare.
Keith will be responsible for managing Condor’s Customer Services and Customer Care teams, overseeing 30 employees based at four of Condor’s port locations, including Poole, Portsmouth, Jersey and Guernsey, at which Keith will split his time. Keith will also be travelling onboard one of Condor’s fleet of four ferries at least once a week to meet customers and gather invaluable feedback and insight.
Keith brings more than 25 years of customer services experience gained in blue chip companies, including Sainsbury’s, 02 and Marsh. He went on to run his own customer services consultancy for over eight years, Orchid Consulting Ltd, before taking up the role of Chief Operating Officer at NHS Direct in 2011. Prior to joining Condor, Keith held interim operations positions at a number of NHS Trusts across the South East of England – and is well versed in managing large teams and directing customer services strategies. Keith has been a judge for several customer centric awards programmes in recent years, and was voted in the Top 10 most respected people in the industry in 2012.
Commenting on his new appointment, Keith said: “I am delighted to join Condor Ferries as Customer Service Experience Director. I’ve already spent time travelling on all of our ferries to meet customers and hear about their experiences, and that will continue to be a key part of my role. It’s important we listen to our customers to be able to make the necessary improvements required, and I’ll be working closely with the wider Condor team to achieve our aims. Customer expectations are higher than ever – rightly so, and it’s our job to make sure our passengers have an enjoyable trip, whether it be for business, leisure or as a lifeline service.”
Paul Luxon, CEO of Condor Ferries added: “We are pleased to welcome Keith to the Condor Ferries team, bringing with him a wealth of customer centric experience. Improving and developing our customer services offering is a key focus for the business – we have already invested in expanding our existing Customer Services team to meet customer demand, but we recognise there is more to do. Keith’s appointment in the newly created Customer Service Experience Director role demonstrates our commitment to providing an enjoyable service, and he has already progressed our improvement plan significantly, putting the customer at the heart of everything we do.”
Issued on behalf of Condor Ferries by McKenna Townsend
For further information please contact Rachel Hadfield or Mel Bradley on 01425 472330 or email [email protected]
About Condor Ferries
Condor Ferries was founded in 1964 and initially operated a passenger service between France and the Channel Islands. In 1987, the first service linking the Channel Islands with the UK was launched and since then Condor Ferries has operated a year-round service connecting the UK through Poole, and Portsmouth, the Channel Islands through Guernsey and Jersey and the ports of St Malo and Cherbourg in France.
Condor Ferries operates the high speed ferries, Condor Liberation and Condor Rapide. In 1999 Commodore Clipper, a conventional car, passenger and freight carrying vessel was introduced to the fleet to offer an all-weather, year round service. Each year, Condor Ferries carries more than 1 million passengers and 200,000 passenger vehicles.
Condor Ferries also operates Commodore Goodwill, as a freight only vessel. The Condor Ferries fleet carries 100,000 freight vehicles into the Channel Islands each year as well as exporting tonnes of local produce.
Condor Ferries is also an active member of the communities within which it operates and supports numerous organisations, sports and charities through sponsorship and travel.
More information about Condor Ferries and its services is available at www.condorferries.com.