Steve Heappey FCMI

Director of Qualifications & Service Delivery – CMI 

Steve is responsible for our awarding body and education provider partnerships along with customer services and our enabling IT. Focusing on our customers and building the processes, service and support that assure the outcomes they want, Steve has developed our service-led partner relationship model which now sees the number of learners registering on our qualifications is growing again after several years of decline and record satisfaction, recommendation and retention levels.

For 10 years, Steve was in charge of back office and customer operations in Luton Borough Council as Director of Corporate and Customer Services after a spell as Managing Director at a cable TV and telephone franchise and Group Customer Services Director at Orange and The Stationery Office. 

Steve is passionate about understanding customers by building ever closer and continuing relationships, driving customer-centred continuous improvement and building high performance cultures. He is married with 6 children and lives near Bedford. 

Steve is passionate about understanding customers by building ever closer and continuing relationships, driving customer-centred continuous improvement and building high performance cultures. He is married with 6 children and lives near Bedford. 

Type: Regulation Compliance Committee