In this episode of CareerTalk, Leigh chats with Graham Swanton, Director of Customer and Insight at Moat Homes.

With a career spanning customer operations and service improvement in the social housing sector, Graham has progressed through a range of roles, building both frontline and strategic experience along the way.

Graham shares his perspective on insight, highlighting the importance of spending time with customers and seeing first-hand the impact services can have on people’s lives. As a customer-first leader, he uses that mindset to guide decision-making, particularly in more challenging situations.

The conversation also explores leadership, from navigating imposter syndrome to empowering colleagues and bringing them on the journey. For Graham, being open, honest and having the right conversations is key to supporting their development.

A great discussion, with plenty to take away on balancing people, insight and leadership in practice.

Listen to the episode in full:

Listen to previous guests, including:

• Danielle Henry, John Lewis
• Vicki Mercer, CAF Bank
• Don Haddaway, Artisiam
• Kirk Bradley, Head of Operations, Bupa
• Brenda Beavon, Customer Services Solutions Director, ArvataConnect
• Jon Hall, Customer Experience Manager, Fibrus
• Hannah Ratcliff-Barnes, HSBC
• Rachel Hulme, Head of Operations, Liberata
• Michael O’Brien, First Customer Contact
• James Wilson, Barclays Customer Care

Don’t miss future episodes of season five!