Institute of Customer Service
Monica Mackintosh is a seasoned professional with extensive experience in customer service and commercial leadership. Currently serving as the Commercial Director at the Institute of Customer Service since November 2024, Monica previously held various senior roles at Echo Managed Services, including Managing Director, Customer Services Director, Business and Product Development Director, and Head of Operations from October 2006 to November 2024. Earlier experience includes Head of Operations at Complete Credit Management from January 2004 to September 2006 and Business Development Manager at Severn Trent Utility Services. Additionally, Monica served as Customer Relations Manager at Severn Trent Water. Monica holds a Bachelor of Laws (LLB) degree from the University of East Anglia, earned between 1994 and 1997.
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Institute of Customer Service
We are the independent professional membership body for customer service, working across all sectors to drive business performance through service excellence. We exist to improve your business performance by improving your customer experience. By working with business, the public sector and the Government, we are positioning the UK as world leaders in service – to build a strong economy.