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The Voice of Customer Experience: Gerry Brown and Sabina Onwuka



In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents. 

She introduces us to idea of amplifying “The Silent Voice of the Customer.” A groundbreaking program that uses data and insights to reach out to vulnerable residents who may never contact the council, and those who may not be aware of the help and support available to them at Barking and Dagenham.

She stresses the motivational value and benefits of involving her team in operational and technology initiatives and the positive results in terms of employee wellbeing and  retention.
Sabina Onwuka

Sabina Onwuka

London Borough of Barking and Dagenham Head of Customer Services

Sabina Onwuka is a passionate and knowledgeable Public Speaker who engages and inspires audiences with a dynamic approach tailored to their specific needs. A Coach, a Mentor and Leader with a genuine desire to support young leaders to be a better version of themselves for tomorrow's world. Sabina teaches how to foster team spirit, team motivation and confidence, she demonstrates how to create a safe place for people to express their concerns in any workplace situation, which is more important than ever.

Sabina sits on the Standard Advisory Board of the Contact Centre Management Association, is a Chair of governors at her local primary school and Heads the Customer Services department at The London Borough of Barking & Dagenham.

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