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The call comes in at 3:59 on a Friday afternoon. You know the one. The client whose file is never straightforward. The query that's going to take longer than it should. The moment where every fibre of your being wants to let it go to voicemail and deal with it Monday. That moment is your reputation. Whether you treat it that way or not. What a 92.5% CSAT Score Actually Required I maintained a 92.5% customer satisfaction score for over a decade across two national insurers. Hu

Most brokers know their client data could be tidier. Few realise how much it's actually costing them. This post looks at the contact centre discipline of reviewing client files on every interaction — not just at renewal — and why that habit matters as much in a founder-led UK brokerage as it did across 150 agents in Canada.

Most people in financial services avoid complaints work. Not because they don't care about clients — most of the people I have worked alongside over the past eleven years genuinely do. They avoid it because it is uncomfortable, because the outcomes are uncertain, and because there is a specific kind of dread that comes with calling someone back when you already know the answer is not what they were hoping for. I avoided it for a year. Actively. Repeatedly. And I want to expla

I had a call with the spouse of a broker not long after I launched UK Broker Support. Her husband was developing the business — growing the book, maintaining the relationships. She was doing everything else. MTA endorsements, handling the accounts, responding to emails and WhatsApp messages at all hours. It was affecting her quality of life. She wanted out of the role. All things I could help with. This should have been straightforward. Then she asked me a question that stopp

My dad sold insurance. My mum worked in insurance. I watched them build careers, raise three kids, and retire from the same company they met at in the 1970s. I spent twelve years trying to work anywhere else. I am not entirely sure what I was resisting. I knew the industry. I had grown up adjacent to it, heard the language at the dinner table, met the colleagues who became family friends, understood in some vague way what the work involved. I had every advantage a person coul

I want to be honest about something before I explain what I do and how I work. Most people who outsource admin in a regulated business are not worried about whether the work gets done. They are worried about what happens when it goes wrong. Who carries it. Where the file will be when someone asks. That concern is reasonable. I share it. I spent eleven years working inside insurance operations — first at The Co-operators in Canada, representing over 150 agents across the count