News article created on 14 January 2015

New head of customer services appointed

We've appointed Ian Rogers as our first permanent head of customer services. The new role supports the our 10-year strategy to create stronger connections between us and the millions of people who use and enjoy our waterways each year.

Ian, who will start his role on 2 February, comes from Aon, the large insurance broker, where he has been managing director of the Aon Affinity division working with SME (small and medium-sized enterprises) customers. Prior to that, he worked in senior customer service roles at Dataforce, Thomas Cook and Eurostar.

Ian’s priority will be to lead our programme of customer service improvements, ensuring that all of our departments put customers at the heart of what they do. He will assume direct responsibility for leisure boating, licencing and enforcement.

Essential changes 

Richard Parry, chief executive of the Canal & River Trust, said:  “I’m delighted to welcome Ian to the Trust. Our future success requires us to continue to change how we do things; to engage with all those who use or visit our waterways, or live alongside them, in a different way, and to make customer service and community involvement central to how we operate. Ian’s role will be vital in making these essential changes that will put our customers at the centre of our operation.”

As part of our ten-year strategy, our 11 waterway units will have greater focus on delivering excellent day-to-day customer service to boaters and other visitors, and working with their local Waterways Partnerships to create stronger relationships with local communities and stakeholders.