In this CCMA Circle, Jade Teale, Claims Team Leader from Many Pets, Silver winner of the UK National Contact Centre Awards category, Service Team Manager of the Year, will share how she transformed a newly restructured team into one of the organisation’s highest-performing service teams. Through coaching, team empowerment and a relentless focus on developing people, Jade built a culture where accountability, confidence and wellbeing go hand in hand, delivering exceptional outcomes for both colleagues and customers.

During this Circle, we’ll explore the leadership approaches behind Jade’s success, including leading teams through change, creating opportunities for colleagues to grow, building multi-skilled, customer-focused teams and fostering an environment where people feel empowered to take ownership. We’ll also discuss the role of coaching, psychological safety and continuous improvement in creating lasting performance, as well as how great leaders balance supporting their people while maintaining high standards.

Bring your own experience, challenges and ideas as we discuss what great leadership looks like today, share practical approaches that have helped teams thrive through change and learn from one another in an open, collaborative conversation.