JCT600 VLS has restructured its business to launch a new customer experience (CX) team.

Rebecca Eggington and Ben Creswick

The dedicated division will focus on redefining service excellence “for the ultimate customer and driver journey”.

Rebecca Eggington as head of customer experience will lead the new team to transform every aspect of the VLS experience by focusing on three core areas: operational excellence, customer experience and colleague development.

The team will initially review all operations to develop improved ways of working, where needed. This could involve implementing new processes, increasing technology, or creating new products and services.

The team will be committed to listening closely to feedback from customers and drivers, implementing changes to enhance operational efficiency, and developing tailored services.

Nurturing and people development will also form a fundamental element of the CX team.

Ben Creswick, managing director, said VLS had always “hung our hat” on providing the best quality fleet solutions to build trusted relationships with customers.

“However, no-one can afford to stand still in this rapidly evolving industry,” he went on, “and if we are going to continue to promote ourselves as a leader in this space, we must ensure we continually deliver optimum operational standards, the highest quality customer experience, and develop our colleagues to be the best version of themselves. That is the fundamental reason for investing in the new CX team.”

Rebecca Eggington said: “At VLS, I believe we have always prioritised our customers, but establishing a dedicated customer experience team takes that commitment to the next level. It’s so exciting to be given the opportunity to enhance the experiences of our customers, drivers, and colleagues alike.”