Bob is a true believer in the real value of delivering excellent customer service, and not only does he infect others with the desire to deliver raised service standards in their organisations, he actually lives these values, beliefs and behaviours himself. Bob is a warm and engaging person and epitomises the very essence of providing excellent Customer Service. He has the unique ability to make every individual feel valued and he genuinely cares about the contribution that everyone has to make in all manner of situations.

Bob has engaged in a wide varety of transformational work including customer service transformation, developing a customer-focused marketing strategy, observational coaching, employee engagement, complaints handling and customer service management.

In his role at The Institute of Customer Service (ICS) he works closely with ICS members to support their service strategies. Fortunately for Willow he also works independently with companies focusing upon service improvement.

Bob began his career with NatWest in Cheshire in 1977 and worked in Retail and Corporate roles in the North West before moving to London in UK Head Office positions and then to Bristol in the early 1990s. During his time in the South West he undertook a range of roles including Corporate Relationship Manager in Bath and Area Retail Manager in Bristol. Bob moved to NatWest London North and East Region as Head of Human Resources and then Head of Operations following the takeover by Royal Bank of Scotland. His final role was Retail Service Improvement Manager for both RBS and NatWest brands based in Central London before leaving the Group at the end of February 2008.

Contact details:

Bob Winnington

Mobile: 07988 646384                 

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