Brian Queen

Brian Queen has extensive work experience in the customer service field. Brian is currently the Head of Customer Service at NCFE, an educational charity. In this role, they are focused on shaping smarter learning and ensuring no learners are left behind.

Prior to their current position, Brian worked at npower for over 20 years, starting as a Customer Service Advisor and progressing through various roles. As the Contact Center Manager, they led the Customer Enquiries, Bereavement, and Second Line Support functions, achieving significant improvements in NPS and CSAT. Brian also served as a Senior Operations Manager, leading front and middle office teams and focusing on customer satisfaction.

Before joining npower, Brian held roles as a Lean Lead and Lean Specialist, where they implemented Lean principles to transform business processes and deliver value to customers. Brian reduced the volume of unnecessary complaints by 18% through the creation of complaint handling Standard Operating Procedure.

Overall, Brian Queen has a strong background in customer service and continuous improvement, with a proven track record of achieving high customer satisfaction and implementing Lean methodologies to drive efficiency and value.

Brian Queen attended Carmel R.C. Comprehensive in Darlington from 1990 to 1995. Brian then went on to Queen Elizabeth 6th Form College in Darlington from 1995 to 1997.