The VFM management team is made up of the senior personnel that implemented and refined the breakthrough conversation management process at Thomas Cook Financial Services, alongside senior managers with claims handling, investigation and training experience.
The senior management team have all been personally involved in solution design, the building of training courses and the selection of a skilled workforce which equips the team with an invaluable breadth of experience and expertise.
To discuss VFM's solutions and services or to arrange a meeting, please contact Head of Operations, Stephen Jackson on 08445 677 677 or
info@vfm-services.com.
MA (Cantab), CEO
Bill is an ex-police officer who is responsible for founding VFM Services. Before forming the company he was employed by Thomas Cook as their Director of Investigation Services where he instigated a root and branch review within their ailing Travellers Cheque operation. He is the architect of the first ever distance, fraud screening solution and has a strategic function as CEO of the company, assisting with business development and solution design.
Managing Director Chartered Insurer
Nick was formerly Head of Fraud Management at Legal and General Insurance where he was responsible for counter fraud strategy and compliance. He plays a leading role in the development of VFM’s conversation management and investigation solutions, as well as managing client relationships and leveraging new revenue streams.
Director and Company Secretary
Rick was formally the Head of Thomas Cook Travellers Cheque Investigation Department, and an integral part of their Global Call Centre operation. He was a lead figure in the design, implementation and refinement of the fraud screening process. Rick’s experience in claims investigation and call centre operations has proven invaluable to the development of VFM’s business strategy.
Director of Investigations
Lee is a retired Detective with the Hertfordshire Constabulary after 30 years service. She has a wealth of investigative and criminal intelligence experience and provides ongoing consultancy and advice to the company in these areas.
BA, Head of Training and Consultancy
Sally worked within the operation at Thomas Cook and played an integral
part in the formation of VFM in 2000. She has assisted in the design and development of the New ERA product and has extensive experience in applying conversation management techniques to the financial services industry.
BSC, Head of Operations
Steve has a background in Psychology, followed by experience in customer service and claims handling. He is responsible for the operational front line, including the day to day management of claims handlers and the quality of VFM’s processes and service offering. He is also responsible for client liaison and new business relationships.
BA & Diploma, Head of HR and Corporate Communications
Meera has a background in PR strategy, reputation management and effective business communication, previously working with a number of well-known brands. She is responsible for HR, people resourcing, corporate communications and brand identity.