Jonathan Webb, of Webb Development, a management development consultancy based in Ashbourne, Derbyshire, was the winner of the Lifetime Achievement Award at this year’s Customer Service Training Awards held at the Radisson Blu Edwardian Heathrow Hotel in July, 2013.

Jonathan was nominated by two longstanding clients, Colin Lee-Davie, General Manager, Victoria House, Bloomsbury, and Peter Merrett, now National Head of Customer Service, Property and Asset Management, Jones Lang LaSalle, Australia. Colin and Peter met Jon in the 1990s when he helped to establish service standards in one of the most successful country house hotels in the UK, part of the Elite Hotels group. They said “It was clear from the start that Jon’s input into the training and development of the management and staff team was fundamental to the hotels’ 4 red star and Michelin star status. Jon’s calm, friendly and inclusive approach ensured he got the best out of each individual.”

In the past 14 years Jonathan has helped pioneer an industry leading “office-hotel” concept within the commercial office environment at Tower 42, London. Tower 42 went on to win the BOMA International Office Building of The Year Award in 2008, setting a new world-class benchmark in customer service and the first property in Europe to win this prestigious award. Peter Merrett said “It is a difficult, if not impossible task to try and fully quantify the impact he has made personally to the UK Facilities Management and Hotel sector, but one thing is for sure, they are definitely in much better shape from his involvement and leadership.”

Colin said “Jon is at the forefront of a mini revolution in the world of multi occupied commercial properties, where landlords and managing agents are recognising the value of first class occupier services and a one team approach. He continues to influence iconic workspaces with major property management businesses.”
Jonathan commented “I was attending the Award ceremony with a client and this came as a complete surprise. It is humbling to receive this Award and gratifying to know that I am having a positive influence on people’s progression and how they in turn serve others.”

Other citations from these clients include –

“Passion, integrity and literally bucket loads of enthusiasm compliment his uncomplicated philosophy of excellent people development and customer service expertise.”

“His fabulous style of leadership has provided great inspiration to many. He has a way of making people feel good about themselves and aspires everyone to be the best.”

“His insight into the communication and process challenges we all face is uncanny, and his ability to coach his candidates is un-matched.”


Webb Development information

Webb Development specialises in Director and Management Team Development, Coaching, and Service Strategy implementation. Jonathan Webb is a Member of Chartered Institute of Personnel and Development, British Institute of Facilities Management, a Fellow of the Institute of Hospitality and has a Post Graduate qualification in Business and Personal Coaching.
Contact information

Jonathan Webb


Tel: 01335 348828

Mobile: 07967 040531

Customer Service Training Network

The Customer Service Training Network is a mutual self-help membership body to enable those involved in customer service training and associated activities to

• meet on a regular basis to share ideas;

• listen to great presentations;

• keep up to date with latest developments and develop a network of colleagues in various organisations to call upon when necessary.

The Network is open to everyone who has an interest in customer service training provided they respect the aims of the membership.

Best practice in customer service, leading edge training techniques, service excellence, staff retention and satisfaction are all key issues for members as are customer retention, customer satisfaction and the effect of customer service on the bottom-line. All of these issues feature on the agenda at CSTN meetings.

Contact information

Don Hales

Chief Executive

Customer Service Training Network

Tel: 07850 874120