The newly combined team will work on plans that will meet the needs of the entire boating community rather than looking at business boating separately from the wider customer base.
Streamlining the teams will ensure there is consistency in processes, such as boat licensing, and in communications to all boaters. The role is focused on putting the customer first, and Mike will report to the executive head of customer services.
Listening
Ian Rogers, executive head of customer services at the Trust, said: “Boaters, of all types, contribute so much to the waterways, and it's important that we can listen to them and meet their needs. It makes sense to have both private and business boating under the same banner, so any improvements are for the greatest good for all.
Mike's background is in building and maintaining excellent relationships with customers and ensuring that their needs are listened to and acted upon. I'm delighted to welcome him to the role.”
Mike Grimes was been appointed as the Trust's head of business boating in April 2015. He spent a large part of his career working for British Airways, most recently as head of customer operations at Gatwick, before leaving last year to restore a historic property in the Fens.
