Emily Reilly

CUSTOMER SUCCESS MANAGER AT THE MEDIATION COMPANY
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What people say

“No job is too small for Emily. She has a great attention to detail, is fun to work with and always has our customers best interests at heart. She is an amazing part of the TCM team and we all love working with her.”
David Liddle, CEO
“Thanks too to Emily for such efficient admin support – it’s great to experience such good ‘customer service’.”
Jane Durkin, Assistant Director (Corporate Social Responsibility) at General Medical Council
From my initial contact with Emily Reilly to gather more information about the NCWM courses, the experience has been professional and seamless. Both Emily and Cameron have been incredibly supportive throughout the booking and setup process. I had many questions, and they were always quick to respond and accommodating. We signed up to three courses. NCWM, Core Skills and a Refresher course, and all have gone smoothly with excellent feedback.
Louise Kinton, ER and People Policy Lead at The British Library
Thank you so much for all your time and expert advice; it's been a sheer pleasure discussing different options with you. You're a true credit to The TCM Group!
Anna Skalbania, Organisational Development Practitioner at University Hospitals of Derby and Burton NHS Foundation Trust

About Emily Reilly

Emily Reilly ensures customer success from start to finish. As a Customer Success Manager and coordinator of our mediation services, Emily provides end-to-end support for clients, expertly managing projects, resolving challenges, and ensuring seamless service delivery. Her focus is on cultivating lasting relationships and delivering exceptional value to customers, helping them achieve their goals with ease and confidence.

Emily excels in project management, from onboarding and setup to resolution and ongoing aftercare. She develops and refines systems and processes that streamline operations, fostering collaboration and efficiency across teams. Her detail-oriented approach, coupled with her compassion and dedication, ensures clients feel supported every step of the way.

With a proven track record in delivering outstanding customer service, Emily thrives in dynamic, goal-oriented environments. She combines her methodical yet adaptable problem-solving skills with her ability to communicate effectively across various platforms to exceed client expectations consistently. Emily’s enthusiasm, focus, and self-motivation make her an invaluable partner in helping clients succeed.

At a Glance

Responsibilities at TCM
  • Build effective commercial relationships with existing and potential customers, delivering service excellence for our range of mediation services and training.
  • Oversee the transition of all mediation services to The Mediation Company™.
  • Develop systems, processes and resources which streamline operations and deliver maximum value to our customers and to TCM.
  • Work with prospective and existing customers to assess their needs and to create tailored services and proposals.
  • Liaise effectively with customers and consultants throughout the life cycle of workplace mediation services, team facilitation services and our full suite of mediation training programmes and variations, providing full service administrative support.
  • Supporting all internal and outsourced mediation schemes.
  • Ensure adequate quality assurance of programmes using The TCM System (this is our proprietary project management and quality assurance system).
  • Act as the main point of customer and consultant contact throughout an assignment ensuring satisfaction and retention.
  • Provide ongoing support and aftercare post an assignment ensuring that all evaluation data is assimilated and integrated.
  • Coordinate the mediation support and supervision network.
Emily specialises in:
Qualifications and Awards