12 Sep 2018
We are pleased to announce the appointment of Keith Gait to the newly created role of 'Customer Service Director'.
In the role, Keith will be driving forward improvements to the customer service offering and further enhancing the customer experience through service delivery, commercial, technology and communication strategies.
Edward Hodgson, Managing Director for Stagecoach South, said: “I’m delighted to welcome Keith to the business as we embark on an exciting and innovative new 'fit for the future' program to further improve the customer experience and encourage more people to travel by Bus.
Keith brings with him a wealth of customer centric experience which will be key as we continue to deliver on improvements that keep the customer at the forefront of everything we do".
Keith has spent his entire career in customer service, working his way up through the industry, and has held senior roles at Sainsburys, Condor Ferries and South East Coast Ambulance Service.
He was former Chief Operating Officer at NHS Direct, has gained an MBA from Henley, and has studied on the Harvard Executive Education Programme.
Keith has written books on customer service, has spoken at several conferences on the subject, and has been a judge for the National Customer Service Awards in recent years.
Keith is no stranger to the south coast as he grew up in the Solent area, and he recently relocated back to the area after a number of years nearer London.
Speaking about his new role, Keith said: “I am delighted to join Stagecoach at this exciting time in the evolution of customer service.
Customers have increasingly high expectations and our ability to understand customer needs and adapt our offering is essential to keep our business as the acknowledged industry leader in providing a first-class customer experience.
I look forward to working with the team, and our local partners, to build on the great foundations to deliver even better services for our customers".