Warren Buckley

Warren Buckley

Company: Thames Water

Job title: Retail director


Warren is the Retail Director at Thames Water where he is responsible for all customer
facing activity including customer service, billing, credit management, domestic and
commercial channels, developer services and the smart metering programme. Warren joined
from HSBC plc where he was responsible for the onshore and offshore contact centres for
its Retail and Wealth business, including customer experience transformation and sales and
service performance, leading a team of over 20,000 as Managing Director Channel
Optimisation and Contact Centres. Prior to HSBC, Warren held several positions at BT
including Managing Director of Customer Service and Operations at BT Retail, and
Managing Director of Service Management at Openreach, having previously held customer
service, experience and operational leadership roles at Orange, Avaya, Lucent Technologies
and Vodafone. Warren is also the Chair of Citizens Advice in England and Wales, a position
he took up in 2018 having served as a trustee since 2012.

Warren has been a Thames Water customer for many years. He lives in Reading and grew
up in Newbury. Warren is married to Angela and they have two children. Warren is a sports
fan and has supported Reading FC all his life. His other great love is live music and he
enjoys attending festivals and concerts whenever he can.


Workforce of the future: balancing customer service and staff experience after Covid-19 10:10 am

What are the customer service priorities in a post Covid world and how do we deliver them?  How do we still maintain a relationship with customers virtually?  How has the role of the colleague changed and what now does career development and retention look like?Read more

day: 17 March

Panel and questions: customer expectations and behaviours in a changing landscape 10:50 am

Balancing consumer protection infrastructure with innovation and investment in uncertain times  Hybrid working to deliver blended customer journeys Read more

day: 17 March