Sure has promoted Niamh Ó Maoláin to head of customer strategy and operations.

Mrs Ó Maoláin was appointed as net promoter score (NPS) manager last year and was involved in running Sure’s customer satisfaction surveys.

As recognition of her success in the role she has now been promoted to head of customer strategy and operations.

Mrs Ó Maoláin is now responsible for Sure’s customer support centre which addresses customer queries and provides advice on the company’s products and services. She analyses the feedback customers share with Sure and ensures that all business decisions and strategies are implemented to improve the overall customer experience across the business.

Mrs Ó Maoláin heads up Sure’s customer service team of 27 employees who provide support to customers across Sure’s operation in the Isle of Man and the Channel Islands.

She also coordinates the customer feedback programmes across the four other jurisdictions of Sure’s worldwide operation and the global Batelco group.

Sure’s chief customer officer, Charlotte Dunsterville, said: ‘Sure welcomes feedback from customers and actively uses it to shape the way the business operates.

‘No business can survive without customers so it’s vital that they feel valued and are heard. Niamh has extensive knowledge in the customer service sector and we are already seeing the benefit of her insights and management of customers’ feedback and how this can be used to enhance customer experience.’