customer service director,
Mel’s early career as a manager working for the Tribunal Service paved the way for a new career in roads, starting as an Operations Manager with Highways England (formerly Highways Agency) where she helped establish the West Midlands Traffic Officer Service. Her career progressed within traffic operations, seeing her take on a national role and heading up the company’s seven regional control centres before stepping up to act as Executive Director for customer operations and leading Highways England’s 365 day 24/7 national traffic operation. As well as leading customer operations, Mel also sponsored the continued professional development of the customer experience group, who delivered the company’s published Customer Service Strategy. As the company set out its plans for reorganisation Mel led her teams through transition into a new operating model – with a focus on delivering for customers. On completing her part in leading the re-organisation, she took up her current role as Customer Service Director in Highways England.