Susan Lord possesses extensive experience in operations and customer service management, currently serving as Operations Manager at Biffa since April 2019. Prior to this role, Susan held various positions at Firstcall Business Communications from September 2005 to April 2019, including Service Delivery Manager, Team Manager, Training Manager, Shift Leader, and Customer Services Agent. Responsibilities spanned managing large operational teams, staff recruitment and training, and ensuring adherence to service level agreements. Susan holds a Bachelor of Arts degree in English Literary Studies from the University of Central Lancashire, earned between 2004 and 2007, and completed studies at The Bolton College from 1999 to 2002.
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