people using computers in an office

Head of Service


Evidence of leading and delivering transformational change and business improvement initiatives, to deliver a high performance organisation.

Significant experience of Contact Centre Management at a senior level.

Proven ability to maintain a Customer focus in a regulatory environment.

Demonstrable experience of driving performance and improving results.

Experience within the insurance sector, preferably within insurance brokering (desirable but not essential)

Graduate degree in Business or equivalent

Experience of working with CDL Systems (desirable but not essential)

Commercial acumen


Analytical skills and an eye for detail

Ability to lead and drive high performing teams.

Ability to attract, retain, motivate, coach and develop a team of Managers (COMs).

Excellent communication skills with ability to influence and build relationships at all levels.

Demonstrate flexibility, resilience and comfort operating in ambiguity.

Technically astute whilst being able to align to operational challenges and needs.



Drives Change

Delivers Results

Role Model

Strategic/Forward Thinking

Continuous Improvement

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