Championing customer service excellence

Dan Jackson has been with Nexus for nearly 5 years, and during that time, he’s made a real impact.

Known for his dedication to customer satisfaction, Dan has been nominated for several contact centre awards, which speaks volumes about his leadership and focus on delivering outstanding service. Dan leads our Contact Centre team with a strong emphasis on efficiency and care, ensuring that every customer experience is the best it can be – and is a real advocate of our new brand behaviour, ‘lead by example’ “Customer satisfaction is at the heart of everything we do. I believe when we make every interaction count, we build trust and long-lasting relationships.” His commitment to excellence makes him an invaluable part of Nexus.

Ever wonder what a day in the life of our Customer Service team looks like?

It’s a fast-paced, dynamic environment where no two days are the same! From handling booking queries to resolving complex issues, our team is dedicated to delivering a seamless experience for every customer. They juggle calls, emails, and live chats—always with a smile and a solution-focused mindset. With every interaction, they aim to go the extra mile, ensuring that each customer feels valued and heard.

It’s all about teamwork, communication, and making every connection count!

We sit down with Dan.

Q: What is your proudest achievement?
Dan: Being nominated for multiple contact centre excellence awards has been a real highlight, but seeing the team grow and consistently deliver top-notch service is my biggest pride.

Q: How do you keep morale high?
Dan: I believe in open communication and celebrating small wins. Recognizing hard work keeps the energy up and shows the team that their efforts matter.

Q: What motivates you?
Dan: Customer satisfaction! Knowing that our work directly impacts how customers view Nexus pushes me to ensure we exceed expectations every day.

Q: What challenges do you face?
Dan: Balancing efficiency with personalized service can be tricky, but it’s a challenge I embrace. Adapting to evolving customer needs keeps us on our toes.