Until March 2009, Paul had been a director, and one of early team, of the Institute of Customer Service from 1998. During this time, he was responsible at various times for sales, marketing, PR and media. He spent much of his time speaking at conferences and in the media about all aspects of customer service, in the UK and internationally.
Since leaving ICS, Paul continues to carry out speaking engagements, and has become a director of Customer Plus, a UK consultancy led by Richard Beevers, based in Duffield, specialising in customer service and marketing.
In 2011, Paul was given the Lifetime Achievement Award at the European Call Centre & Customer Service awards.
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