DMA Group Welcomes Customer Experience Manager Nichola Gofford to Strengthen Customer Care
At DMA Group, we’re committed to delivering the highest standards of customer service. That’s why we’re delighted to announce the appointment of Nichola Gofford as our new Customer Experience Manager, a role created to strengthen our focus on customer care and ensure we continue building great relationships with our clients, teams, and service partners.
Nichola (Nic) brings a wealth of experience to DMA, having previously led the customer service team at v-Q-tec for over eight years. There, she managed relationships with global pharmaceutical companies, freight providers, and airlines. Her skills, warmth, and determination make her the perfect fit for this important new role.
As Customer Experience Manager, Nic will work closely with colleagues across the business, from our office-based teams to engineers on the ground, to reinforce what needs to happen every day to deliver an exceptional customer journey. She will also play a vital role in supporting and developing our people, helping them gain transferable skills and grow within the business.
Wendy Bennett, our Chief Operating Officer for Maintenance and Nic’s line manager, said:
”As part of our commitment to delivering the highest standards of customer service, we recognised the importance of bringing in a dedicated specialist. We are delighted to welcome Nic as our new Customer Experience Manager. Her warmth, personality, drive and determination are the qualities we need at this important time in our history.
As Customer Experience Manager, Nic will work closely with colleagues across the business, from our office-based teams to engineers on the ground, to reinforce what needs to happen every day to deliver an exceptional customer journey. She will also play a vital role in supporting and developing our people, helping them gain transferable skills and grow within the business.
Nic shared her approach:
”While this is my first time working in the facilities management sector, my background has provided me with lots of transferable skills. I love dealing with different people and scenarios - no two projects are the same at DMA. Crucially, I’m well-versed in creating a great customer experience, and reinforcing what needs to happen every day to make it happen, from the office right through to our engineers and service partners on the ground.
My mantra is progress before perfection – speed isn’t always the most important outcome, but more about the journey we go on together. I’m passionate about helping develop people to be the best they can be, giving them transferable skills for their own success.
This appointment comes at an exciting time for DMA. We’ve undergone a market-leading digital transformation and will soon be launching our multi award-winning BiO® maintenance management platform as a SaaS solution, further enhancing how we deliver service and value to our customers.
Wendy concluded:
”By placing the right people in the right roles, we are building a business that is ready to expand both efficiently and effectively, while staying true to our vision of responsible and sustainable growth.
By welcoming Nic into this role, we are investing in the people and processes that make our business stronger, more resilient, and ready for the future.
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