Joseph Ward

Customer Solutions Team Leader @Direct Line Group

Leeds, GB

Managed various teams of 12 multi-skilled agents Claims, Service and Retention including two teams of apprentice learners.•Led a team through multiple change periods including the businesses’ digital transformation and AGILE transformation periods, ensuring adaptability and fostering innovative thinking.•Diversity Equity and Inclusion ERG Lead for the LGBTQ+ group ensuring the business is hitting required measurables from the regulators. This has included creation of learning modules and content to promote understanding and learning in DE & I. Collaborative work with all other ERG group leads, Management of strategic DE & I objectives and charity partnerships to promote minority group inclusion and visibility. Oversight of company communications from the board and Exco to support inclusive communication.•Lead duties for the ERG group include email communications, monthly and weekly update calls collaborating with group members, Exco and Board sponsors of the ERG alongside external stakeholders and partnerships. Driving success of group objectives and sharing and showcasing best practice. Including responsibility of managing all Pride events UK wide for all business colleagues.•Recruitment of external candidates for internal roles through a fair and equitable selection process.•Development and motivation of a team of agents to ensure they are delivering an exceptional level of service at all times whilst achieving key KPI’S as set out in business priorities and objectives for each quarter.•Experience in training new starters from Day 1 with the business until they join their teams through the use of robust development plans to achieve success.•Performance management to drive a high performance culture and equally high performing people.•Owner of the Quality Assurance workstream to ensure an improvement in regulatory, business and customer outcomes are achieved and supporting peers and agents through this process.

Kingston University

Fashion BA Hons, Fashion/Apparel Design

Leeds Arts University

Foundation Diploma in Art & Design, Art & Design