Nicola Copcutt

Head of Uk Contact Centre (Direct Line Group) @Direct Line Group

Wakefield, GB

EMAILS

[email protected]

MOBILE NUMBERS

+91 *********19

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WORK HISTORY

May 2025 — Present

Head of Uk Contact Centre (Direct Line Group) @Direct Line Group

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Leeds, GB

SKILLS

Lean/Continuous Improvement Thinking and ToolsResource Planning and Real Time Service DeliveryHR PoliciesUnion Negotiation and ConsultationCustomer Experience ManagementManagementContact CentersSales, Service and RetentionStrategyPerformance MotivationCustomer ExperienceCall CentersClient Relationships StrengtheningFinancial Service RegulationsContact Center Operational ManagementTeam ManagementStakeholder ManagementStrategic Planning and DeliveryChange ManagementTelecommsLeadershipCoachingEmployee EngagementCoaching and DevelopmentInsuranceSales ManagementPerformance ManagementDriving Cultural ChangeOutsourcingTelecommunications

ABOUT NICOLA COPCUTT

Head of UK Contact Centre (Direct Line Group) A career spanned across various industries including; Telecoms, Outsourcing and Financial services. I have an authentic leadership style that both inspires and engages people. I have a track record of developing strategies and leading business change and delivering through solid plans. I pride myself on the engagement of people, managing stakeholders and driving cultural change. I have a wealth of contact centre experience working in both Personal Lines and Commercial/B2B, including outsourcing, client relationship and a solid understanding of FCA regulatory principles. I also have a strong track record of continually seeking innovative ways to improve the customer experience and overall operational effectiveness. I have a passion for getting it right first time, putting the customer and people at the heart of what I do.

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