Gemma Layton

Gemma Layton is an experienced professional with a strong background in customer service and performance management. Currently serving as Head of Performance and Head of Customer Experience at Morrison Water Services since November 2015, Gemma has successfully increased agent productivity by 30% within six months while enhancing process improvements, training, and quality. Prior experience includes roles as Account Manager and Assistant Account Manager at RSVP (Media Response) Ltd, where Gemma delivered outstanding customer service for leading B2B and B2C retailers. Additionally, Gemma has worked as a freelance teacher and workshop facilitator, a copy editor for Kays Ltd, and a duty manager at Aldwych Theatre. Educationally, Gemma holds a Post Graduate Diploma in Acting from Birmingham School of Speech and Drama and a BA Hons in Theatre from Bretton Hall College (University of Leeds).