Institute of Customer Service
Shirley McNabney has extensive experience in customer service and organizational development, currently serving at The Institute of Customer Service since June 2005 in various leadership roles, including Head of Standards & Quality and Senior Client Relationship Director. Responsibilities include enhancing customer service strategies for Organizational Members through professional development, staff engagement, and service diagnostics. Prior to this, McNabney worked as a Corporate & Trust Fundraiser for the Scottish Motor Neurone Disease Association and held the position of Training Manager for Service Quality at The Royal Bank of Scotland from 1983 to 2002. Shirley's educational background includes studies at the Chartered Institute of Bankers in Scotland from 1988 to 1992.
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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.