Darren Sutton

Associate Director of Customer Services

Healthshare NSW

Darren Sutton is a 31 year veteran of the Customer Service, Contact Centre and Shared Services industries. He started his career in call centres in 1993 on the frontline churning the newly formed Optus mobile customers back to Telstra (still known as Telecom at the time!) using white Touchphone T200’s!

His time in the industry has seen Darren head up Contact Centre and Shared Service businesses for TeleTech International, NRMA Motoring & Services, Coca Cola Amatil and EnergyAustralia / Ausgrid. Now, Darren is leading the Contact Centre and Customer Services business for HealthShare NSW, the largest government shared services organisation in Australia.

As co-chair of HealthShare NSW’s People Culture and Safety subcommittee, he is also actively involved in leadership development, shaping policy and planning for enterprise-wide HR, Safety & Culture initiatives. For the last 18 months, he and his team have been leading the consolidation and transformation of HealthShare’s customer facing functions into a Contact Centre of Excellence.

Prior to joining HealthShare, Darren led the Ausgrid Retail and Network Customer Services business through the NSW Governments reform, privatisation and eventual separation of the retail energy arm of Ausgrid.

Darren spent 2 years as an ISO Accredited auditor helping numerous Contact Centre business achieve and maintain ISO9002 certification. Supporting his work in leadership coaching and development, he is accredited in the Myers Briggs suite of instruments, and is a certified practitioner of the Human Synergistics Lifestyles Inventory (LSI), Group Styles Inventory (GSI), Manager Impact (MI) and Leader Impact (LI) profile and assessment tools. He is a passionate advocate of the ripple effect leaders and their purpose have on culture, engagement and performance.

Away from work Darren splits his time between his children, his english Staffy (Jazz!) playing music, his private coaching practice, and working as a Lifeline telephone crisis support counsellor for the last 5 years and counting.

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