Insurance firm Ageas UK has appointed new Customer Operations Director to take over responsibility for front lines and service operations alongside the business-wide customer service strategy.

Former Chief Customer Officer, Ant Middle, now CEO of Ageas UK has created two new appointments to replace his previous role.

Caroline King (pictured), the former Director of Sales and Service, has been appointed Customer Operations Director. Caroline joined Ageas in 2014 with extensive experience of leading customer operations within the industry, and has transformed the company front line sales leading to financial benefits and award-winning initiative.

A Chief Distribution Officer will be appointed to lead both Ageas’s intermediated and direct to customer distribution channels. Significant progress has been made in the recruitment of this role, with the appointment to be announced in the coming months. The role will work with Mark Auchterlonie, Darren Whittaker and Russell White, who were appointed as Directors of Distribution last year further cementing Ageas’s commitment to the intermediated market.

Ant Middle, the company’s CEO said: “As I take on the role of CEO, my priority is to lead Ageas to emerge strongly from the current situation. We remain financially strong, we have a sound strategy, and the priorities we set out at the start of the year remain highly relevant. If anything, our experience in recent months has enhanced our focus on some elements of our strategic development, not least our desire to grow profitably over time and maintain our reputation for customer service and claims excellence.”

“I welcome the broad and valuable experience that Caroline brings to the executive team, ensuring both the customer and our customer facing colleagues are at the forefront of the strategic decisions we make.  I am well advanced in the process of recruiting for the Chief Distribution Officer and look forward to announcing that news in the near future. ”

Ageas UK won Gold in the Contact Centre Large category at the UK Customer Experience Awards 2019.

CXM had the opportunity to speak with Caroline in January 2020.

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