Over several years the Nickell team has evolved into a highly effective combination of skills, experience and success

James Eagle

James is the founder of the business and brings ten years of retail banking experience with the Lloyds TSB.

With the Lloyds TSB James' career was as diverse as working behind the counter to running his own branch as well as selling regulated financial services to the Norfolk farming community among others.

In the five years prior to going out on his own and forming Nickell James worked with Virgin Money (formerly Virgin Direct) where for a large chunk of that time he ran the sales contact centres responsible for all of the regulated product lines as well as 150+ staff.

Since then James has taken Nickell from strength to strength, helping clients focus on their brand image, their customer service standards and as a result, has improved their bottom-line performance (as the testimonials show).

James is married with 2 children, loves sport, music and working with people who want to make a success of their lives.

Andrew Willey

Andrew brings 9 years of Barclays International Management & Directorship experience focused in the areas of sales and wealth management.

Andrew also spent 3 years being responsible for both the Sales & Service Customer delivery at Virgin Money which is where he and James first met.

In addition, Andrew is able to draw on a wide range of training and experience in the areas of corporate finance, professional training & development, mentoring & coaching, presenting & event hosting and organisational design.

Andrew is married and loves nothing more than spending time at his (other) home in Nice in the south of France as well as following the fortunes of the England cricket team and his beloved Newcastle United.

Mark Bradley

If you want to know why we all feel that there is a bit of a job-for-life for us at Nickell in as far as trying to get companies to sort out their customer service levels is concerned then look no further than Mark’s fascinating book ‘Inconvenience Stores: One Year in UK Customer Service’ (2004, Ardra Press, www.ardrapress.com or www.inconveniencestores.com).

As recent research highlights the millions of pounds lost to UK business through poor customer service, Mark’s entertaining, imaginative and often controversial contribution to the debate has brought him to the attention of the media.  His website polls both the public and practitioners to identify the most (and least) progressive businesses, expose poor practice and champion excellent service delivery and innovation. 

A lead assessor for the Unisys / Management Today Service Excellence Awards, associate director at Customer Service Network and founder of his own consultancy, Mark Bradley Projects, his comprehensively current experience has made him a regular contributor to local and national radio and television, including BBC2’s Working Lunch and Radio Five Live.  He is currently working on his second book 'Badly Overdrawn Boy', a critique of UK retail banks' customer service.

Mark is married to Ana, has 2 children, claims to be a musically talented but supports Sunderland AFC.

Kent Laws

Kent is an experienced and highly respected marketing professional with an enviable number of career highlights. His background whilst diverse is grounded in advertising and direct marketing agencies including WCRS, BBH and Limbo. He was also Head of Promotions and Publicity at Sky Television before launching integrated agency Harrison Laws Crossman in 1998. Kent has been involved with Nickell since 2004 where he collaborated on the Inside Track business under his new consultancy banner of Sales Foundation, a sales and marketing consultancy which helps clients convert higher levels of enquiries into actual sales.

Kent is married to Sharon and they have a young son Nathan who keeps Kent fully occupied during the time he isn’t exuding his passion about all-things sales and marketing.

Richard Hanrahan

Richard is passionate about seeing organisations and individuals recognise & reach their full potential. He believes passionately that life lived with purpose is full and rewarding and enjoys working with organisations and individuals who want to set new goals and achieve more. With 15 years of customer service and sales experience in markets including commercial aviation, retail banking and outsourced service provision Richard brings an extensive and highly respected skills base to the Nickell brand.

Richard takes a consultative approach to coaching and training focusing on understanding the desired outcome, assessing the current position and then working in partnership with the client to attain the desired goal. He believes training and coaching sessions should be high impact, long remembered and hugely enjoyable.

Richard lives in Oxfordshire with his Danish wife, two beautiful, energetic, demanding, chatterbox daughters and his two faithful dogs (both of which he enjoys taking for LONG walks in search of peace and quiet).