Thomas Cook Group plc appointed Ian Rogers as first permanent head of customer services. The new role supports the 10-year strategy to create stronger connections between the group and the millions of people who use and enjoy waterways each year. Ian, who will start his role on 2 February, comes from Aon, the large insurance broker, where he has been managing director of the Aon Affinity division working with SME (small and medium-sized enterprises) customers.

Prior to that, he worked in senior customer service roles at Dataforce, Thomas Cook and Eurostar. Ian's priority will be to lead programme of customer service improvements, ensuring that all of departments put customers at the heart of what they do. He will assume direct responsibility for leisure boating, licencing and enforcement.