Interview with Ireen Lock – Cnect Wales (

Ireen has a wealth of leadership and contact centre experience, spanning more years than she cares to remember!

She is a highly experienced Senior Manager committed to providing excellence in Customer Service to a diverse range of businesses and clients, both in the private and public sector.

This has included the set up of a multi-site outsource operation in the telecoms industry and also the first example of inter-governmental shared services within central government, with the formation of the HMPS and Home Office Shared Services centre at Newport.

Ireen’s dual passions are customers and employees, and she believes that delivering superior experiences to both customers and employees is the only path to sustained business success.

She has previously chaired Cnect Wales for a period of time and is an active Board member. In 2018 she was awarded a special Industry Recognition award for her lifetime contribution to customer contact services.