Caroline is the Collaboration Network's Regulated Markets Customer Service Specialist. She is an award-winning consumer advocate and customer insight professional and has a deep-rooted knowledge of customer service, complaints handling and consumer vulnerability across a number of regulated industries.

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As a consultant, Caroline holds a number of appointed roles, including: Commissioner to Energy UK’s Customers in Vulnerable Circumstances Commission, an Advisory Board Member to the Money and Mental Health Policy Institute, Independent Advisor to the Kent Police and Crime Commissioner, Consumer Vulnerability Expert at the Money Advice Trust, and Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel.

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And having previously held a senior position at the Ombudsman Service, in 2018, Caroline joined forces with ex-Financial Ombudsman Service colleague (and fellow customer service obsessive) Sarah Lawrence, to set up CWSL Training and work with businesses to improve the handling of customer complaints.