Being the Aardvark: July 2008

The "Aardvark" Nigel Gooding is a expert in delivery of World class Customer Services, Change Management and Service Transformation.

Nigel was the first ever employee of the award winning National Rail Enquiry Service back in 1995 as project manager he started the process of transformation of service delivery in one the UKs largest call centre operations. Nigel has held some impressive positions in his consultancy and interim career. These include Director of Operations for the new Independent Parliamentary Standards Authority, Account Director for the National Pandemic Flu Service as well as Chief Operating Officer for NHS Direct add in an MD to a UK PLC he a true all rounder. Not bad for a professional Devonian!

Since then Nigel has been consulting and providing interim management in both private and public sectors. Delivering strategic change in their provision of customer service to their customers. Whether this be business to business or business to consumer. Nigel engages, evaluates and enables organisations service provision to ensure effective delivery.

Nigel has indepth understanding of Operations management, Service Delivery Contact Centres, web technology, written, e-communications and face to face communication his work has transformed many organisations customer service delivery.

Known on the international stage as an effective conference speaker Nigel has shared his views across the globe including South Africa, Sweden and London. In addition to having numerous published papers.

Nigel is a true champion of the customer, a true aardvark. To contact the Arrdvark drop an email to nigel@fifthconsultancy.com

What is an aardvark

In customer service terms it is the organisation that is first in the book, first in the search engine for service delivery and first in driving success from great customer service. To be an arrdvark you need to top of class, best practice and known for World class customer service.

In animal terms it is not the sexist looking animal in the World but it is the 1st noun in the dictionary. It the only living member of the order Tubulidentata. It is a 100 to 150 lb, 5 to 7 ft long animal with a long snout, a massive body, spadelike claws and a short, sparse haircoat. They are grey-brown in color, nocturnal in habit, live in burrows and exist mainly on a diet of ants. Called also earth pig, Orycteropus afer.