Gemma Beasley, Service Improvement Manager

Where are you based?
Coventry.

How long have you worked for RICS?
Just over 13 years.

Describe your current role.
As Service Improvement Manager I work within RICS Customer Services. Some people think I have the worst job because I manage service-based complaints across RICS.

However, it’s really not that hellish and it can make life interesting! I enjoy being able to resolve problems and identifying service improvement opportunities from complaints.

The other part of my job is implementing and managing quality assurance across RICS; ensuring staff are working towards the set service standards – many of you have probably received random test emails and phone calls whilst you have been out of the office!

I also work with the British Standards Institute (BSI) to implement, manage and retain accreditation of the BSI standard ISO9001 across Customer Services & Operations and Education & Qualification Standards.