One of the Top 5 Consumer Champions in the UK, Award-Winning UK Money Blogger, Media Commentator on Customer Service & Author of ’30 Reasons To Hire A Mystery Shopper’
Jane Hawkes’ Biography:
Jane Hawkes is one of the UK’s leading authorities on consumer behaviour, customer service and consumer finance. Widely recognised as the “Queen of Customer Service”, Jane has built a reputation as a fearless consumer champion who helps individuals and businesses understand what exceptional customer experiences look like. Named one of the Top 5 Consumer Champions in the UK, she is a highly sought-after speaker who combines practical industry knowledge with engaging real-world case studies. Through her media appearances, consultancy work and consumer advocacy, Jane has become a trusted voice on customer service excellence, brand reputation and consumer rights.
Jane’s career began in 1988 when she joined British Airways as Cabin Crew, gaining first-hand experience in customer-facing environments and learning the importance of service excellence. Her years in aviation provided the foundation for her expertise in customer experience and consumer expectations. Following her time with British Airways, she developed a successful career as an independent mystery shopper, a role she has held since 2019, helping organisations assess and improve customer interactions. In 2022, she expanded her broadcasting credentials by becoming a Freelance Broadcast Assistant for the BBC, further strengthening her profile as a respected commentator and consumer expert.
An accomplished author and award-winning money blogger, Jane has written two acclaimed books, ‘Are You Being Served?’ and ’30 Reasons to Hire a Mystery Shopper’. She is also the creator of the popular blog Lady Janey Fighting for Excellent Customer Service, where she shares advice on consumer issues ranging from refunds and complaints to navigating customer service challenges. Her expertise is regularly featured in publications including Take A Break, Woman, Pick Me Up and Woman’s Own magazines.
Alongside her writing, Jane hosts the weekly Consumer and Business shows on Dean Radio and is a familiar face across British media. She has appeared on GB News, BBC One, ITV and Channel 5, as well as programmes including BBC Breakfast, BBC Your Questions Answered, BBC Your Money & Your Life, Watchdog, Rip Off Britain and ITV Tonight. Her ability to translate complex consumer issues into practical advice makes her an engaging and insightful speaker for audiences across industries.
Why Hire Jane Hawkes?
Jane Hawkes delivers practical, engaging and highly relevant presentations on customer service, consumer behaviour, personal finance and consumer rights. Drawing on decades of frontline experience, mystery shopping expertise and extensive media work, she offers audiences actionable insights into improving customer experiences and building consumer trust. Jane’s dynamic presentation style, combined with her deep understanding of what drives customer satisfaction and loyalty, makes her a valuable addition to conferences, business events and industry forums. Audiences leave with tangible strategies they can implement immediately to enhance service standards and customer relationships.
Jane Hawkes’ Career Highlights:
Here are some of the key milestones that define Jane Hawkes’ remarkable career:
- 2022 – Became a Freelance Broadcast Assistant for the BBC, expanding her broadcasting and media expertise.
- 2021 – Strengthened her position as a recognised consumer champion through regular appearances on GB News, BBC, ITV and Channel 5.
- 2020 – Expanded the reach of her consumer advocacy work through her Lady Janey Fighting for Excellent Customer Service blog.
- 2019 – Established herself as an Independent Mystery Shopper, helping organisations improve customer service standards.
- 2015 – Became a regular contributor to national consumer and lifestyle publications, sharing expert advice with readers.
- 2010 – Hosted consumer-focused broadcasts and educational content aimed at improving consumer awareness.
- 2000 – Built a recognised profile as a customer service specialist and consumer behaviour expert.
- 1988 – Began her career in customer service as Cabin Crew with British Airways, laying the foundations for her future expertise.
Videos
Jane Hawkes’ Official Keynote Speaking Videos & Showreel:
Testimonials
“Jane Hawkes aka Lady Janey is an expert in her field of customer service and would be an asset to any event as a speaker.” – Lorraine Kelly CBE
“Janey joined the Gloucestershire Business Professionals as a guest speaker. Her insight into customer service to retain and ensure new clients within your business was outstanding. Janey’s knowledge and expertise is superb. We would highly recommend her services.” – Juliet, Gloucestershire Business Professionals Network & Heart Heroes
“Jane Hawkes aka Lady Janey has done a couple of question and answer sessions in my Facebook group. She is hugely knowledgeable in the field of customer service and travel. She is very personable, relates well to the group and makes it an enjoyable, entertaining and exceptionally useful session.” – Eileen, Financial Coach, Founder of Your Money Sorted personal finance blog
Speaking Topics
Jane Hawkes’ Official Keynote Topics:
- The Importance of Delivering Outstanding Customer Service
- How to Deliver Outstanding Customer Service
- Selfie Shopping (Be Your Own Mystery Shopper)
- How to Deal with Complaints and Wow Your Customers
- How to Gain and Retain Customers
How Much Does Jane Hawkes Cost to Hire?
How Much Does it Cost to Hire Jane Hawkes?
Jane Hawkes’ speaking fees typically reflect her exceptional career and international demand. Engagements vary depending on location, format, and duration; keynote appearances, conferences, and international events may command higher fees due to travel and preparation requirements.