Warren Buckley is the Managing Director, Customer Service, for BT Retail. He has worked in the Telecoms Industry for the last 20 years across both mobile and fixed and during that time has led teams in many disciplines from revenue assurance, fraud, logistics, mergers and acquisitions, technical support, call centres, operations, product management and customer service. In his previous role as Director Strategy, Complaints and eServices, Customer Service, he was responsible for implementing and embedding the effective use of social media tools such as Twitter to help turn dissatisfied customers into advocates of BT. In his current role he is responsible for the delivery of all aspects of service for BT's Consumer Customers across telephone, broadband and TV.