Jack Wilson
@jackwilson
Customer-focused insurance professional and customer service leader, skilled in inbound/outbound support, coaching, and KPI improvement.
United KingdomWhat I'm looking for
I’m an insurance representative experienced in fast-paced contact centre environments, delivering frontline customer support across motor insurance policies for new business, renewals, and mid-term adjustments. I’m confident handling high-volume inbound queries around coverage changes, pricing, cancellations, and claims, while maintaining compliance and trust.
I also bring proven team leadership, having managed a core team and co-led larger “super team” operations where I monitored KPIs such as CSAT, First Contact Resolution, call quality, and repeat contacts. Through structured huddles, call observations, staff training, performance management, and process improvement, I help teams stay psychologically safe, healthy, engaged, and motivated—while resolving formal complaints with empathy and professionalism.
Experience
Work history, roles, and key accomplishments
Provided frontline customer support for motor insurance policies, including new business, renewals, and mid-term adjustments. Managed high-volume inbound queries on changes, pricing, cancellations, and claim-related concerns, handling complaints with an empathy- and resolution-focused approach.
Customer Service Team Manager
Capita/Telefonica
Feb 2016 - Nov 2020 (4 years 9 months)
Managed a core team of 25 FTEs and co-led a super team of 65 agents in a fast-paced customer service environment. Monitored KPIs (including CSAT and First Contact Resolution), delivered coaching and call observations, and handled attendance, performance, and disciplinary processes.
Education
Degrees, certifications, and relevant coursework
Swallow Hill Community College
GCSE, English
2009 - 2014
Grade: C
Studied GCSE English at Swallow Hill Community College, achieving grade C (2009–2014).
Swallow Hill Community College
GCSE, Sport
2009 - 2014
Grade: B
Studied GCSE Sport at Swallow Hill Community College, achieving grade B (2009–2014).
Swallow Hill Community College
Law Level 1, Law
2009 - 2014
Completed Law Level 1 studies at Swallow Hill Community College (2009–2014).
Swallow Hill Community College
Business Studies and Art & Design
2009 - 2014
Studied Business Studies and Art & Design at Swallow Hill Community College (2009–2014).
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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