Meet Ian Duerden
President, Global Customer Service
Ian was appointed in July 2015 as president, Global Customer Service (GCS). He reports to the CEO, Global Services.
Ian is responsible for the customer service of all Global Services’ customers around the world. Service Delivery, Service Assurance and Field Services are the main operational units within GCS with over 7,000 employees globally.
Ian came to Global Services from BT Business where he was managing director, Customer Service & Transformation. Here he transformed his unit into a highly efficient and effective operation delivering excellent service and financial results as well as creating a brilliant place to work, with high people engagement.
Ian joined BT as a qualified accountant and was involved in the company’s formative years as a plc. After undertaking various senior finance roles, he moved into the world of operations as director, BT Billing & Collections, and then into BT Business Customer Service.
As well as being a qualified cost and management accountant (FCMA) he is also an honorary fellow member of the Chartered Institute of Credit Management (CICM) partly in recognition of establishing the first ever learning partnership for BT with the Institute.
Ian is a member of Brentwood County High School Board of Governors and the chair of their audit committee.
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