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John Trace, Head of customer service, Legal & General

John joined Legal & General Insurance as their Head of Customer Service in January 2016, running a multi-site operation across the UK, but basing himself from their Cardiff contact centre.  Prior to that John was Centre Director at HSBC, providing Customer Service support to Commercial and High Value personal customers.  In his 20 years’ experience in the Contact Centre arena, he has run numerous operations all in large blue chip companies such as Standard Chartered Bank, T-Mobile, and Toucan Pipex.  He is experienced in running multi-site operations not just in the UK but throughout Europe and Asia.  He is experienced in setting up new Contact Centres, driving forward customer service improvements & introducing new business processes

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