Charlotte Kerfoot

 I lead the Customer Experience function, ensuring we deliver the best possible service across our digital, inbound call, and collections teams, driving consistent service standards, operational efficiency, and a customer‑first approach across all touchpoints. 

JT has a strong sense of family, we’re all here to help each other and have the same goal - the customer. I’ve worked within JT for 15 years now, and I couldn’t imagine working anywhere else. There are so many opportunities within JT for your own personal growth and career development. You can take your career in any direction within JT – you have finance, our International Team, IT, Marketing, Networks, the list is endless!  

With a background firmly rooted in Customer Experience roles, I have been with JT for 15 years. I began my career in Retail, which provided a steep learning curve and a strong foundation in understanding our business, our services, and most importantly, what our customers truly want and expect.

After my time in Retail, I moved to the Digital Advertising team, supporting customers across JT’s online platforms, including JT Insight and JT Rewards. This role gave me my first exposure to the digital space and broadened my understanding of how customers engage with us online. I then joined the Contact Centre, focusing on developing and growing our live chat channels. This area has since become a key touchpoint for many of our customers and a significant success for the business.

My role has continued to evolve and now encompasses leadership of our Digital, Inbound Call, and Collections teams. I provide them with the support, tools, and guidance they need to deliver the best possible experience to our customers efficiently and consistently.

Really do your homework on JT and the role you’re applying for. When we interview, we love to see that you’ve taken the time to research JT, the position, our products and services, and our social media presence.

Be yourself and be presentable. Recruiters have a short amount of time to understand who you are, what experience you bring, and what you’re passionate about, while also considering how well you’d fit within the team and the wider business.