After studying Management Science and Computer Science at University, James worked his way up through the various management positions at store and area manager level at Argos. He then made the move into Head Office to lead the development of customer service within stores. Whilst in this position, James became involved in creating the current strategic road map for Argos, specifically around multi-channel customer service; which led him towards moving HRG contact centres. Until recently, James was responsible for the development and improvement of contact centre services for Argos, but he’s recently moved into a more specialised strategic role looking at developing the group’s digital customer service channels and services, and also enhancing contact centre technology. He joined Sainsbury’s in 2019.