Jo has built up an impressive knowledge of customer service in many sectors over her career. Jo specialises in improving the customer experience through learning & development and employee engagement. Jo is an NLP master practitioner and a Customer Service Training Assessor with the CSTN and ICS. She is also a lecturer at the University of Derby. Jo has a competitive streak and loves all kinds of sports. She is particularly passionate about football and Liverpool FC. Most weekends she goes to watch Sheffield FC – the world’s first football club.