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Becky Simpson is an experienced professional specializing in customer service and contact centre management, currently serving as the Lead Appraiser for the Contact Centre Standards Framework at the CCMA since January 2023. As a Managing Consultant at Improvement Solutions Limited since 1999, Becky has undertaken numerous interim management and consulting assignments, including developing a regional customer service strategy for the British Council Russia and conducting operational reviews for notable organizations like Sainsbury’s and National Grid Metering. Additionally, Becky has held leadership roles in membership transformation at PRS for Music and has extensive experience as a Lead Judge for the UK National Contact Centre Awards and the European Contact Centre & Customer Service Awards.