Boots president, Simon Roberts, appointed chairman of the Institute of Customer Service


Simon Roberts, executive vice president of Walgreens Boots Alliance and president of Boots, has been appointed as non-executive director and chairman of the Institute of Customer Service.  He succeeds Mary Chapman, who concludes her term of office after six years in post, immediately after the conclusion of the Annual General Meeting on 15 July.

Roberts was appointed executive vice president of Walgreens Boots Alliance and president of Boots UK in January 2015.  Previously he was Managing Director Health & Beauty UK and Republic of Ireland at Alliance Boots since August 2013 where he was responsible for retail and pharmacy activities in across the UK and Ireland.

Since joining Boots, as regional director (south) in 2003, Simon has led the organisation’s strategy to focus on deliver leading Customer Care.  With this in mind his priorities as chairman of the Institute are to ensure that:

  • customer service is a key business differentiator that improves performance, profitability and an organisations’ ability to deliver sustainable results
  • customer service professionals are recognised and respected, so that service excellence is sought out as the norm by wider society
  • -organisations and Government recognise the importance of customer service skills and the impact these have on UK GDP

Roberts said: “Delivering excellence in customer care should be at the heart of every business strategy.  Truly customer-led organisations  build relationships across communities (like Boots), employees and customers that create enduring trust and drive sustainable growth.   I am personally looking forward to continuing to support the  Institute as we engage even more UK businesses in the powerful correlation between  great customer service and organisational performance.”

Jo Causon, chief executive of the Institute of Customer Service, said: “Simon has demonstrated a continued and sustained focus on the customer, understanding changing demands in a highly competitive and fluctuating environment.  I am looking forward to working with Simon to continue the work of the Institute in demonstrating the importance of service for the future development of UK plc. Simon joins the Institute at a very exciting time as we embark on our next three year strategy and I am sure that his valuable insight and expertise will make a significant difference to the organisation.”