Tony Ackroyd
Biography
Tony Ackroyd joined DVLA as Operations and Customer Services Director in June 2014.
Education
Tony has a Higher National Certificate (HNC) in Business Administration and is a part-qualified accountant.
Career
Tony has more than 30 years’ experience managing major operations, particularly contact centres. He also has 10 years’ experience in marketing and commercial management.
He’s worked with brands including Thomas Cook, Dixons Stores Group, Tesco, Sky, Royal Bank of Scotland and Sitel. He’s got a track record of leading business transformation and managing major operations across the world.
Tony has also worked at a start-up company called Spinvox and sat on the board of several other organisations. He’s a judge for the Contact Centre Association.
Operations and Customer Services Director
The Operations and Customer Services Director is responsible for:
- day-to-day operations across all channels
- managing service levels for all customers and key stakeholders
- developing new and existing services
- understanding customer needs and designing services
- making sure service levels are met
They chair the service improvement board and the continuous improvement board.