28 May 2019

Endsleigh employee recognised at UK National Contact Centre Awards

A resource and planning analyst from Endsleigh Insurance Services has been recognised for achieving the impossible by the UK’s premier customer service body, at the UK National Contact Centre Awards (UKNCCA).

Leanne Davies, based at the insurance firm’s head office in Cheltenham, was awarded the top prize in the ‘Resource Planning/Workforce Management Manager’ category, for her role in the smooth running of the single biggest project that Endsleigh had ever undertaken.

Dubbed ‘mission impossible’, it involved overseeing the consolidation of Endsleigh’s two main sites – located in Burnley and Cheltenham – into one site in Cheltenham, at the same time as the broker launched its annual freshers campaign to students, its largest customer base. To compound the challenge, the consolidation was also taking place as Endsleigh was going through a significant transformation programme to replace its IT systems.  

The plan involved the recruitment, training and upskilling of more than a hundred frontline members of staff, which was a huge task by itself. However, Leanne was also responsible for maintaining the right volume of staff on the phones to meet minimum service level agreements throughout the transition – all at the company’s busiest time of the of year.

Key to Leanne’s successful delivery of the project was the proactive engagement of stakeholders at every level. This included attending eight different new starter inductions, each catering for 10 or more employees, as well as organising a total of 29 upskilling sessions covering three different disciplines.

Jason Mann, Chief Operations Officer at Endsleigh, commented: “The Burnley site closure took place at the end of July 2018 – the same time that Endsleigh's annual freshers campaign began. This is our busiest, and commercially most important, time of the year. The Burnley closure meant last year was the first that this campaign would be hosted in Cheltenham. Internally, it was very much viewed as ‘mission impossible’ but thanks to Leanne, we pulled it off.

“During the transition, all our ‘business as usual’ operations and our freshers campaign took place on time, under budget and with no detriment to our service level agreements or customers. All thanks to Leanne's planning, organisation, contingency planning and communication.”

Award winner, Leanne, added: “I’m over the moon to be recognised by the UKNCCA. While it was a pretty challenging few months we had some really engaged new starters, which certainly helped ensure we maintained customer satisfaction at a critical time, despite all the other changes happening around us. To successfully achieve ‘mission impossible’ is fantastic, and to receive this award is the icing on the cake.”

For further information about Endsleigh, please visit www.endsleigh.co.uk.



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