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Emma Lord is an experienced IT Service Desk Manager at Principality Building Society, a position held since April 2022. Prior to this role, Emma served as a Team Manager and Sales Coach at SSE plc from February 2017 to April 2022, providing consultancy to sales teams and supporting employees with diverse skill sets. At British Gas from July 2008 to February 2017, Emma managed a team of up to 15 complaint handlers, addressing issues related to billing, metering, and energy company transfers for British Gas and Sainsbury’s Energy. Emma holds a Bachelor's degree in Business, Management, Marketing, and Related Support Services from the University of Wales, Cardiff, obtained in 2008.