Meet Nicola South
What’s your role?
Head of Registration and Customer Experience Manager
What’s your background?
I have spent 10 years working in the hospitality and leisure industry and seven years working in the public sector. My roles have always been very public- and customer-facing. I think my specialist areas are customer service, complaint-handling and problem-solving. Over the years my roles have involved identifying and working with the customer, understanding and acting on their needs and managing expectations.
What do you do?
I look after the Registration team and the operational running of the Practice Standards team. I am also starting to work with the wider College staff to create a culture that is responsive, accessible, helpful and fair for everyone.
What’s been your biggest challenge?
Probably reminding my team that Rome wasn’t built in a day, and that some changes need to be gradual, but that they are already making a positive difference to the service that many members receive.
One of these isn’t true…
- At 13 I went to the Vatican and sang to the Pope
- I was on the first five episodes of the TV series Airline
- I’m a twin
The Practice Standard (January 2014)