Karen McCarthy has been promoted to the newly created role of customer service director, bringing almost 25 years’ experience in customer service roles.

Her career includes seven years in a variety of customer service positions at Mercedes-Benz including working with sales teams and franchise dealers, and more recently more than two years as customer service manager at the UK arm of cosmetics and beauty products specialist Arbonne. She joined Milton Keynes-based Activa Contracts in January last year as customer service manager.

In her new role, she leads a 20-strong team that includes specialist sections for vehicle logistics and daily rental as well as three customer support teams that provide dedicated assistance to fleet managers and drivers.

Managing director Ian Hill said: “Karen’s promotion to customer service director is reflective of the continuing expansion of the business and our commitment to being a high service level provider.”

McCarthy added: “Many companies will talk about delivering customer service excellence, but at Activa we have a culture that seeks continuous improvement in every single process and procedure; we develop our people to think about the big picture and not just the job that they do, and we go the extra mile when things go wrong – which inevitably will happen from time to time where motor vehicles are involved.”