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Nicola Sinclair

Member Programme Lead

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As Member Programme Lead, Nicola plays a central role in identifying and building a programme that enables Members to gain valuable insight and knowledge across their respective areas of focus.


Nicola has extensive experience across all our sectors, predominantly Customer Service, Complaint Handling, Vulnerability and Compliance due to her experience gained at Centrica (British Gas) and more recently Virgin Media O2.


Nicola has worked in a corporate operational environment for many years with key focus on delivering results, implementing process improvements and relationship management of third-party suppliers within Operational and Supply Chain environments.


During her time at Virgin Media O2, Nicola was accountable for the effective resolution and reduction of omni-channel complaints. This included the performance and regulatory management of the Executive Relations and Ombudsman Complaint teams. 


Nicola was responsible for managing the Home Energy Care and Probate Teams during her time working for British Gas which involved working with external organisations and charities to support and provide help for vulnerable customers. 


Nicola has acted as a judge at a number of annual awards ceremonies across the Customer Service sector. 

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