Contact Centre & Operations Director

• Sep 2020 - Present

Head of Contact Centre

• Jul 2017 - Sep 2020

TelematicsLearner Driver Collingwood Car and Van Individual Annual TaxiShort Term TaxiPRINCE2 practitioner Currently responsible for the delivery of the Contact Centre KPI’s across all personal lines Motor Insurance. Helping to shape the future of a growing business by leading through change.Evolving our people, technology and processes to support growth.Utilising PRINCE2 principles to deliver projects that add value and reduce waste.Promoting a positive customer centric culture with a strong focus on employee engagement.Recent Achievements Driving a high performing culture with an award winning team. 2016,2017,2018-DIA Best Learner/Young driver Insurance 2018 Best Specialist Insurance , Insurance Choice Awards2019 Customer Service Champions, Insurance Choice Awards2019 Market leading Trustpilot review scores:Collingwood Learner Driver 4.9/5Collingwood Insurance Services 4.8/52019 creation and delivery of our Leader X Deputy Team Leader programme, shaping our futures leaders.2019 Evalu8d accredited Mastercoach Show less

Head of Contact Centre

• Jul 2017 - Sep 2020

Contact Centre Manager- Young Driver Telematcis

• Aug 2013 - Sep 2020

Customer Service Leader

• Jun 2011 - Aug 2013

Responsible for leading and developing a Sales and Service department. Direct reports of 7 Team Leaders with circa 70 FTE. To deliver on KPI's whilst ensuring all staff adhere to the brilliant service strategy. Worked with HR BP to increase the overall performance of Team Leaders through increasing their HR effectiveness and ability to drive and manage performance. I have also been involved in the development and delivery of large projects including, operational change, new system delivery and increasing customer satisfaction. Key Experience : Leadership Insurance Performance Management Stakeholder and Relationship management HR and Recruitment Continuous Improvement Employee Engagement Show less

Team Leader

• Jun 2005 - Jun 2011

Worked as an evening and weekend Team Leader for 5 years. Responsibilities included motivating and developing a leading team of up to 15 agents to perform and deliver against customer and sales proposition in line with business targets. Time was spent coaching and guiding my team to achieve FCR and deliver brilliant service to customers. Key Achievements - November 2010- Awarded Inspirational Leader of the year in the North East Contact Centre Awards December 2010- More Than's team Leader of the year 2011- Nominated for RSA's Platinum Award, RSA's prestigious internal awards Show less