About us
Who we are and how we work
Halveron was founded in 2009 by a small group of operations managers who had spent their careers running service businesses and wanted to help others run them better. Our aim is simple: service that works for customers and costs less to deliver. Today we are a team of 70 consultants, tutors and associates, working from our head office in Woodstock, Oxfordshire, and on site with clients across the UK. We have completed more than 400 engagements, trained over 9,000 delegates and accredited around 1,800 practitioners through our courses, which are recognised by the Service Operations Institute and the Centre for Customer Practice. We remain independent and owned by the people who work here.
We recruit people who have done the job before they advise on it. Most of our consultants have led contact centres, claims teams, back offices or public services, and every one of them can sit beside a frontline colleague and understand the work. We look for curiosity, plain speaking and the patience to let clients find answers for themselves. We work across banking, insurance, utilities, travel, education, the public sector, healthcare and managed services, and we are a corporate member of the Service Operations Institute and the Association of Service Improvement Practitioners. Clients tell us we are straightforward to work with, and we work hard to keep it that way.
Our values
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Management team
These are the people who lead our consulting, training and client work. Hover over or focus on each portrait to read a line on how they work.
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Ruth Calloway
Managing Director
“I ask what the customer would say about this before I ask what it costs.”
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Marcus Adeyemi
Director of Consulting
“Show me the work as it really happens, then we can talk about the plan.”
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Anjali Mehta
Head of Customer Experience
“I listen to a hundred real customer calls before I draw a single journey map.”
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Tom Whitlock
Head of Learning and Development
“People learn most when the problem on the table is their own.”
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Grace Okonkwo
Principal Consultant, Digital
“I would rather test a rough prototype on Tuesday than polish a specification for a month.”
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Daniel Fry
Principal Consultant, Public Sector
“I measure success by what the council's own team can do once we have gone.”
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Advisory panel
Our advisory panel brings independent experience from research, financial services and digital operations. Panel members challenge our thinking, review our methods and speak at the Future of Service Conference each year.
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Professor Margaret Ellison
Adviser, Service Operations Research
“Good research should change what a manager does on Monday morning, or it has not finished.”
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Helen Ashby
Adviser, Financial Services
“I keep asking the awkward question until the answer would satisfy a customer and a regulator.”
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Rafael Moreno
Adviser, Digital Operations
“Technology should remove work from the system, not move it to someone else's desk.”
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Corporate social responsibility
Each consultant at Halveron gives four working days a year to charities and community organisations, using the same skills our clients pay for. In the last year that came to more than 250 days, spent helping food banks organise their volunteers, a hospice redesign its referral process and two advice charities cut waiting times for their helplines. We offer free places on our open courses to staff from small charities, and our head office runs on renewable electricity. We publish our carbon footprint each year and are working to halve business travel emissions by 2030. If you lead a charity that could use our help, we would like to hear from you.