Supporting Chess Partners

Service is my passion, it’s what I’m best at…” With over 25 years’ experience within the Telecoms Industry, Kerri has navigated her way through Service, Sales, and Logistics remits over this time, ultimately leading back to Service, allowing for an operational lead in her role at Chess today.  


Key Responsibilities

Kerri’s responsibilities range across all key areas of the Partner relationship, enabling a collaborative approach, this ultimately ensures Chess works in the best way possible with each individual partner, through the following:  

  • Partner support – this is the area covering day-to-day transacting, in-life support and liaison with networks.
  • Customer Experience – O2 CSI, Training, Audits, Service, field and on-site presence.
  • Retentions – Churn, data management and CSI data.
  • Desk Based Sales Team – in-house support sales team, offering additional administrative knowledge and support. 


Building an Extension of Your Business

Kerri heads up an expert team providing the best support, provision and service to our Partners, with great people in place leading the teams of Partner support, Partner Experience, Retentions and Sales. 

Meet the team: 

Kerri Lendon – Customer Service Director | 07747 770 777

Daniel Walker – Partner Support Leader | 07824 644 381

Hollie Jervis – Partner Experience Leader | 0775 908 228

Paul Rawlinson – Desk Sales Team Leader 
Paul | 07714 736 771

Ricky Walker – Retentions Team Leader | 07799 604 604


Key Areas of Focus

There are many areas of focus within Partner, and one of the benefits that allows Kerri to do this is our great people; having experts within their field are a significant support in delivering what we need to. Our areas of Focus include:

  • One System – A new Partner system to be implemented over the next 12 months
  • Partner Satisfaction – Gathering feedback from partners.
  • Support Extension – All Partner elements to become an extension of your business to support you and enhance your business with the teams’ knowledge and expertise.
  • Customer Experience – This will continue to be a big focus – providing Partners with a field presence in Service and building on the resource and tools we have, continuously providing support.
  • Retention – Reducing Churn and helping provide the best experience to help you keep your customers on board.


The Future

Kerri talks us through what 2020 has in store for Chess Partner:

  • Customer Feedback
  • Partner Experience
  • Increasing Resource and Service
  • Partner Journey Map

We encourage Partner feedback to help shape our development of tools, resources and service, better enabling our Partnership to thrive. If you have any feedback or suggestions, contact your dedicated Partner Support Team or your Partner Experience Leader, Hollie Jervis.

Previous Chess Chats, Webinars and Training Videos can be found on our Chess Blog.