Martin Beal will celebrate 8 years with the Mining Remediation Authority in July of 2025, after leaving the Warranty Insurance industry where he worked in a number of roles from advisor, Team Leader and for the final 3 years Contact Centre Manager. In his 13 years in this industry Martin enjoyed working with and for clients across several differing industries from the Banking sector to one of Europe’s leading media and entertainment companies. His main passion was in the development of talent from within his teams, whilst working with the clients to ensure that his teams delivered a first class level of customer service to their customers. In his role at the Mining Remediation Authority, Martin initially managed the customer service team who assisted customers in the purchasing of mining reports. He has always had a drive to deliver excellent service and aims to put the customer at the heart of everything that the team delivered. In the last 3 years he has taken on a more insights and strategic role where these skills remain in his day to day output. Martin has been at the heart of the development of standard operating procedures and training guides, designed to further enhance the customer services teams’ ability to provide first time resolutions to customers. He is also a key support in the management of key clients and assists in reporting of market data. Martin has also successfully ran National Customer Service week across the whole business for the last two years, the first time the Coal Authority have partaken in this event. His ability to collaborate with all areas of the business made for some excellent initiatives that shone a light on what makes great customer service.