Experience

Fish Insurance

• United Kingdom
• Insurance
• 1 - 100 Employee

• Director of Fish Insurance

  • Mar 2022 - Present



PIB Group

• United Kingdom
• Insurance
• 400 - 500 Employee

• Customer Operations Director, Schemes & Affinities

  • Mar 2021 - Apr 2022

• Customer Services Director, Schemes & Affinities

  • Jul 2019 - Mar 2021



Thistle Insurance Services

• United Kingdom
• Insurance
• 1 - 100 Employee

• Business Support Manager

  • Feb 2018 - Jun 2019



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Manager, Customer Oversight

  • Mar 2017 - Feb 2018

• Senior Manager, Customer Management

  • Oct 2015 - Mar 2017

• Lead Manager, Customer Development

  • Jun 2014 - Oct 2015



Ecclesiastical Insurance UK

• United Kingdom
• Insurance
• 500 - 600 Employee

• Channel Customer Service Manager

  • Jul 2012 - Feb 2014

  Responsibility for the SME, Schemes and Personal Lines Channel, operational management and service delivery across new and existing business. Budget responsibility of circa £1.6m but have realised a 7.5% reduction in resource costs through the effective deployment of workflow management and creation of a one team approach across multi locationsWork closely with the Channel Director and management team setting and implementing the channel strategy including the rollout of a web platform within schemes personal lines and a full product and proposition review of niche SME business. Participate on project boards for the extranet implementation, process governance and data quality improvement. Responsible for a strategic market withdrawal ensuring no reduction in service delivery or impact on brand reputation. Achieved top recommended insurance provider by Which? through data driven continuous improvement to the customer experience. Show less

• Head of Customer Service, Direct Operations

  • Mar 2011 - Jun 2012

  Responsible for circa £1.6m budget, operational management and service delivery across multiple lines of business from personal lines to bespoke commercial managing a team of circa 70 FTE across multi locations. Carried out a strategic review of the customer service proposition implementing an employee led organisational redesign, carrying out end to end process reviews and creating a micro contact centre with back office support. Conducted a review of failure demand and led an initiative to improve levels of self service to drive operational efficiencies and an improved customer experience.Creation of a separate sales team delivering a 15% increase in sales income through inbound and outbound activity supported by an improvement in cross selling capabilities. Show less

• Schemes Operations Manager

  • Jan 2009 - Feb 2011

  Responsibility for the management of service delivery to circa 70 brokers across 159 bespoke schemes. Design and implementation of a new service model for the largest scheme broker, circa £40m GWP, reducing response times from 8 days to 3 at existing resource levels. Developed a management information suite to measure speed and quality of service delivery on a daily basis and improved service during a period of substantial growth with in excess of 20 schemes being implemented in a year.

• Claims Customer Relationship Manager

  • Jun 2007 - Jan 2009

  Working within a claims team of circa 100 FTE across Household, motor, simple and complex commercial. I was responsible for the development and implementation of bespoke claims handling solution for key customers and brokers as part of the retention and acquisition strategies. Management of key stakeholders within the claims value chain including underwriting, sales and 3rd party providers to ensure delivery to customer requirements. Developed the Ecclesiastical claims promise and claims guides for Direct customers and redesigned the CSAT process to utilise greater automation and increased responses by circa 20%. Show less



The Insurance Institute of Cheltenham & Gloucester

• Gloucester, United Kingdom

• President

  • Apr 2011 - Apr 2012



Ansvar Insurance

• Melbourne, Australia

• Senior Underwriter

  • Sep 2006 - Jun 2007

  Responsibilities for the profitable underwriting and retention of scheme accounts and individual risks. Writing business under Industrial All Risks wordings to a limit of £15m material damage and £10m Public Liability. Project work included the design and implementation of a new product through an Intermediary web platform and the analysis and re-launch of the niche care account. Responsibilities for the profitable underwriting and retention of scheme accounts and individual risks. Writing business under Industrial All Risks wordings to a limit of £15m material damage and £10m Public Liability. Project work included the design and implementation of a new product through an Intermediary web platform and the analysis and re-launch of the niche care account.