Thomas Palmer

Background

About Thomas Palmer

With over a decade of progressive leadership experience at Direct Line Group, my expertise lies in orchestrating operational success and fostering a customer-centric culture. Our team's mission resonates with my personal values of dedication and excellence, as we consistently strive to exceed operational and customer satisfaction targets. My role as Operations Manager allows me to leverage my strengths in team building and process optimization, contributing to the company's dynamic and inclusive environment. As a leader, I've led teams of up to 12 FTE, managing high call volumes ranging from 600 to weekly. My focus has been on inspiring the team, identifying development opportunities, and embedding a service ethos that puts customers first. In doing so, I've honed skills in customer service and team building, ensuring regulatory compliance and the achievement of KPIs, which has been integral to the success of Direct Line Group's operations.