Hazel has worked in the Financial Industry for over 30 years with over 20 years leading or managing support teams. For the last 6 years Hazel has held the position Vice President and Head of Customer Support for Visa Europe, having responsibility for Visa's European Customer Support service. The Service provided is mostly B2B although there is a small team dealing with consumers. The support team of just over 50 staff are required to deliver a 24 x 7 multi-lingual service to a high standard. Hazel has spent time in ensuring there is robust recruitment, induction and training in place to ensure that the quality of service is maintained. Having increased the customer satisfaction from 84.3% to 90.7% over the last 4 years with the attainment of over 90% consistently for the last 14 months it is important to understand the growing customer needs and provide the staff with the knowledge and tools required to meet those needs.