Customer Service Director, Operations, National Highways
Mel’s early career in senior management with Her Majesty’s Courts & Tribunal Service paved the way for a new career in the roads sector. Starting as an Operations Manager with National Highways, she helped establish the West Midlands traffic operation before taking on national operations senior management roles, and then stepping up to act as Interim Executive Director for customer operations, 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 traffic operations through transition into a new operating model, with a focus on delivering for customers. In 2016 she took up her current role as Operations Customer Service Director, responsible for ensuring that operations delivers in a way that enhances customer journey experience and minimises the impact on the communities Highways England serves.