What originally led you to a career in Service Delivery?

I started life working for a family business, they were market traders, we didn’t really have titles for these things, we just existed to make sure the customer got the best product, delivered with the best service and they kept coming back. I think Service Delivery is a phrase that encapsulates the role I’ve carried for years in my career. When I came for the interview, it was described to me as a role that was “sometimes quite hectic and lots of moving parts”. I love variety in my day and I love problem solving. I’ve managed credit hire fleets, routed drivers, overseen FNOL departments, all areas with a lot of factors coming together at once.

What was it that attracted you to S&G Response specifically?

S&G had a good reputation in the industry, they have been established for a long time, in this industry, companies come and go. S&G are privately owned and for me that meant autonomy away from lenders that valued profit over customer journey. I’ve noticed in my time here that revenue seems to be a by-product of good intent and good behaviours rather than the primary focus. In my view, their model meant I would be listened to and my experience valued because they want the best for their stakeholders internally and externally.

How would you describe the role that a Service Delivery Manager plays in ensuring a positive experience for customers and clients at S&G?

Personally, as a Service Delivery manager at S&G I hire for soft skills and team dynamic. I hire and train people that want to be here, that want to provide good service not just bring me experience from a CV. Anyone can have worked in a role for years, but I want to know they took from it. If they learned the wrong way to do things and now, they want somewhere to do it right and be valued for it, walk through the door and try us. From my own perspective, my role is communication, it’s everything and that’s the role I play but I need my teams to communicate too, which is why the right people are important.

Can you share a moment that made you particularly proud of your team?

I’m proud of the teams every day. They graft when we need it (which is an overlooked skill these days) and it paid off for 2025, they hit, almost without fail. Multiple KPIs in the green month after month and didn’t once suffer with complacency, they just walked in at the start of the next month, business as usual. They hold each other to account and make my life a walk in the park!

What are the main priorities for the team over the next year?

The business succeeds when the individual teams perform, so it’s important to make sure they are performing but more important to make sure we achieve that in a way that means the team follow you in to battle rather than being pushed. It’s a difficult balance to give people just the right level of responsibility or workload, too little and they become disengaged and lose focus, too much and they burn out and feel underappreciated, so giving people just enough to push them in that stretch zone is my job. Over my time here, two of the team have received internal promotions and our Strive2Engage surveys have gone from strength to strength. I work with those people to make them perform better than me if possible and it has paid dividends. I genuinely get anxious before the release of the survey results because it’s my biggest indicator that we are doing something right! And increasingly…we are! So, the focus is the more of the same for me.

Whether discussing communication, developing people or maintaining consistently high service standards, Chris’s passion for creating a positive experience is evident throughout.

His approach reflects S&G Response’s commitment to putting people first, supporting both customers and colleagues while continually striving to improve.

As the business continues to grow, leaders like Chris play an important role in ensuring S&G Response remains a trusted partner for insurers, fleet managers and customers, delivering reliable support when it’s needed most.