Sure has appointed a new customer experience manager as the telecoms company claims it is continuing to put ‘excellent’ customer service at the heart of its business.

Tracy Kirby joins the company with more than 20 years’ experience in the local telecommunications sector having spent most of her career at Manx Telecom.

She was formerly in a product management role before moving to concentrate on customer service as head of customer care.

In this new role with Sure Mrs Kirby is responsible for customer strategy as well as research and insight across the Isle of Man, Guernsey and Jersey.

This includes detailed analysis of the feedback customers provide through regular surveys and customer panels and working with the business to ensure that decisions and strategies are focused on providing ‘excellent customer experience’.

She will also have extensive involvement in delivering a range of projects across the company to ensure they meet customers’ needs including the launch of Sure’s technology platform which will offer full digital services to business and retail customers and enhance customer experience through billing and customer relationship management (CRM).

Sure’s chief customer officer Charlotte Dunsterville, said: ‘At Sure customer experience is at the heart of everything we do and we use customer feedback to shape the way the business operates and develop our products and services.

‘We’re very pleased to welcome Tracy to the team as our dedicated customer experience manager based in the Isle of Man.

‘Her background in customer care will be hugely beneficial and will ensure that we continue to evolve and enhance our business to offer an excellent customer experience across the islands.’

Mrs Kirby has a Masters in business administration and has achieved the Chartered Management Institute (CMI) level 7 qualification in strategic leadership and management.