Major General David Eastman visits Amey’s Customer Services Centre to gain some insight into his new role

Last week, our Customer Service teams were delighted to host a visit from Major General David Eastman, the new General Officer Commanding (GOC) (Designate) of the Army Regional Command. He will take up the post in February and his visit to the Amey Customer Services Centre was part of a comprehensive programme to gain some insight into his new role.

Major General Eastman, accompanied by Colonel Andy Szabo, Assistant Chief of Staff Infrastructure, was welcomed by Tim Redfern, Amey’s Managing Director, Defence, and Richard McKinney, Defence Infrastructure Organisation (DIO) Regional Delivery Director, who provided an overview of their respective businesses, focusing on the collaborative working practices that exist between them.

He was then briefed by Amey’s Head of Customer Experience, Stuart Jones, who spoke about how Amey’s customer service team in Defence have built their culture based on alignment to the Armed Forces and bringing in best practice through the Institute of Customer Service. The team, who manage customer contact, complaints, customer insight and housing allocations for the business, are accredited to the external ServiceMark standard and are finalists in the 2020 UK Customer Service Awards for both use of customer insight and strategic leadership in improving customer experience across the operational business.

Major General Eastman was then given a guided tour of the centre and took the opportunity to meet staff across the 200 seat Defence specific centre, listen into live calls from Service personnel and see how digital enquires via our website, web-forms and social media channels are managed on our cloud-based omni-channel platform. He was then invited to view our new training facility that has been built up by former Royal Engineer, David Bate, who now works at the centre. David has set up practice equipment such as showers, fuse boxes and a wall mounted heating system. The facility helps our advisors develop their technical skills, diagnose problems accurately and enable a first time fix when our engineers visit our customers.

Major General David Eastman said “The visit has provided excellent background context for my time at Regional Command, and I have to say that the staff at Matchworks are a real credit to Amey; enthusiastic, bright and very professional”.

Tim Redfern added “We were delighted to host Major General Eastman so early on in his programme as he prepares to assume the role of GOC Regional Command.  Reinforcing the links to the Armed Forces is incredibly important and visits such as this to the Customer Services team in Liverpool help to foster mutual understanding which can only be a good thing”.


 

Key facts about Amey

 

Amey, with a turnover of £2.2bn, employs 19,000 people internationally with a focus on the UK, but with businesses in Australia and America.

 

Our aim is to make the world a better place to live, work and travel. Designing, building, maintaining and investing in the UK’s services and infrastructure in partnership with our clients.

 

This means keeping core services running smoothly across the country: utilities, transport, engineering, justice, defence, environmental and waste services, and facilities management. These are underpinned by our leading consulting and asset management capabilities, which allow us to offer standalone or integrated service solutions to a range of clients. 

 

Amey is owned by Ferrovial. They are one of the world’s leading infrastructure management and investment companies. Ferrovial has more than 96,000 employees and a presence in over 15 countries. It is a member of Spain’s blue-chip IBEX 35 index and is also included in prestigious sustainability indices such as the Dow Jones Sustainability Index and FTSE4Good. Ferrovial’s activities focus on four business sectors: construction, airports, toll roads and services. Amey is part of the Services division.

 

Follow us on Twitter @Ameyplc or Facebook @AmeyCareers 

 

Media contact: 01865 713240 or email press.office@amey.co.uk

 

For further information on how Amey supports our armed forces, go to https://www.amey.co.uk/our-services/defence/

 

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Press Contacts

  • Karen Homer

    Author

    Communications Manager

    Communications

    press.office@amey.co.uk

    01865 713240 (24/7 press line)