Cirencester Friendly has appointed Michelle West-Wiggins (pictured) to the newly created position of director of customer experience.
Previously head of customer experience, West-Wiggins is now a member of the executive team.
Robert Higgins was promoted to claims manager and will report directly to West-Wiggins.
In addition, the firm created new claims consultants roles, which will have end-to-end ownership of claims, ensuring claimants have one point of contact.
West-Wiggins said: “I am really excited to be taking on this new role.
“Our team is truly passionate about delivering the best possible customer experience and it’s fantastic to now be able to represent them and our work on the executive team.
“I am determined to build on the hard work we’ve already done and ensure that Cirencester is synonymous with exceptional service.”
Andy Morris, CEO, said: “I’m delighted to welcome Michelle to the executive team, she thoroughly deserves her promotion.
“During her time with Cirencester, she has continually showed extraordinary dedication and enthusiasm, building a fantastic team around her.
“At a time when numerous surveys, including the one released recently by Defaqto, point to a drop in service standards in our industry, I am proud that our society is bucking the trend.
“We have consistently exceeded expectations in customer service, scoring very highly in the Institute of customer service surveys, and Michelle and her team deserve a lot of credit for this. I look forward to the extra value I know she can achieve in her new role.”
