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Joe Gordon announced as new Head of first direct

31 Jan 2017

Joe Gordon has been appointed as the new Head of first direct , the UK’s number one bank for customer satisfaction and recommendation*.

Effective mid-February, Joe replaces Tracy Garrad, who (pending final regulatory approvals) will be taking over as CEO of HSBC in the Channel Islands and Isle of Man.

Joe will lead the award-winning HSBC-owned bank. He is familiar with first direct having joined in 2016 as Head of Contact Centres. Joe has worked in the retail customer service industry for the last ten years in roles with Sainsbury’s, BT plc, and most recently HSBC.

Joe Gordon said: “I can’t wait to lead a bank that’s recognised as one of the top brands in the UK, and is constantly leading the pack for customer service. first direct is truly focussed on delivering an amazing banking experience to all its customers. I’m looking forward to building on the good work of the team here and further developing the pioneering spirit which people associate with first direct .”

Commenting on the appointment, Francesca McDonagh, Head of Retail Banking and Wealth Management, UK & Europe at HSBC, said: “I’m delighted to welcome Joe into this key role at first direct ; he’s a talented leader with a proven track record of delivering excellent customer service. I would like to express my gratitude to Tracy for the considerable contribution she made to first direct over the last four years, and wish her all the best in her new role.”

*TNS Customer Recommendation Index (CRI)


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