John Trace
About John Trace
John Trace serves as the Head of Customer Service at Legal & General, a position he has held since 2016. He has extensive experience in customer service management, having previously worked at Standard Chartered Bank, HSBC, Toucan, and T-Mobile.
Work at Legal & General
John Trace has served as the Head of Customer Service at Legal & General since 2016. In this role, he oversees customer service operations across multiple locations, including Cardiff, Birmingham, and Hove. His responsibilities include managing customer interactions and ensuring service quality aligns with the company's standards.
Previous Experience at Standard Chartered Bank
Before joining Legal & General, John Trace worked at Standard Chartered Bank as a Customer Services Manager from 1994 to 2001. During his seven years with the bank, he was based in Cardiff and Brunei, where he focused on enhancing customer service delivery and operational efficiency.
Career at HSBC
John Trace held the position of Contact Centre Director at HSBC from 2007 to 2015. Over eight years, he managed contact center operations in Swansea, Newport, and Leicester. His role involved strategic oversight of customer service initiatives and improving customer engagement.
Experience at Toucan
From 2005 to 2007, John Trace worked as the Head of Contact Centres at Toucan. His role involved managing contact center operations across various locations, including London, Ireland, Holland, and India. This position allowed him to develop a broad understanding of international customer service practices.
Tenure at T-Mobile
John Trace served as a Senior Operations Manager at T-Mobile from 2001 to 2005. Based in Merthyr Tydfil, he was responsible for overseeing operational processes and improving service delivery within the organization.