The majority of my role is focused on improvement projects. Only maybe a sixth of my time is spent on the operational side of the business. And maybe only a sixth of that time is spent on answering customer service queries.

But, I think customer service is the most important part of what I do. I look at customer service queries every day, not because I’m necessarily the best person to answer them, but because it’s a good way to see what’s going on for our customers.

‘Getting closer to customers’ is one of the principles I think a lot about in how we improve and grow the business, and of course providing excellent support for our customers is a vital part of that, but more than that, our customers tell us how we should improve the business so we should definitely listen to them.