New head of first direct bank named

Retail bank first direct has appointed Joe Gordon as its new head, replacing Tracy Garrad in the role.
Joe GordonJoe Gordon
Joe Gordon

Ms Garrad will be taking over as CEO of HSBC in the Channel Islands and Isle of Man, pending final regulatory approvals.

Mr Gordon will lead the HSBC-owned bank. He is familiar with first direct having joined in 2016 as head of contact centres. Mr Gordon has worked in the retail customer service industry for the last ten years in roles with Sainsbury’s, BT and most recently HSBC.

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“I can’t wait to lead a bank that’s recognised as one of the top brands in the UK, and is constantly leading the pack for customer service,” Mr Gordon said.

“first direct is truly focussed on delivering an amazing banking experience to all its customers,” he added.

“I’m looking forward to building on the good work of the team here and further developing the pioneering spirit which people associate with first direct.”

Francesca McDonagh, head of retail banking and wealth management, UK & Europe at HSBC, said: “I’m delighted to welcome Joe into this key role at first direct; he’s a talented leader with a proven track record of delivering excellent customer service.

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“I would like to express my gratitude to Tracy for the considerable contribution she made to first direct over the last four years, and wish her all the best in her new role.”

When Ms Garrard was appointed chief executive of first direct in 2014, she became the first woman to hold the role since the bank was launched in Leeds over 25 years ago.

She previously spent 10 years with Abbey National and Santander UK.

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