Contact

CareerTalk

Dive Into Our Members' Journeys
View All Episodes
View All Resources

Upcoming Events

Search by Keyword

Search by Keyword

Search by Date

Search by Date
Every other week we will be sharing our latest episode of CareerTalk. It’s a recording of our 30-minute chats, live on LinkedIn every other Friday at 12pm where we will be sharing career journeys so that we can inspire others within the industry.
47 minute listen
CareerTalk with Morris Pentel
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
Colleague Experience
Read more
47 minute listen
CareerTalk with Imran Ahmed, Aura Global Solutions
Imran worked with major brands like AO, Telefonica, Capita, Tesco Mobile, O" and Virgin Media before taking the leap to build something of his own.
Operational Excellence
Read more
43 minute listen
CareerTalk with Harj Johal, The AA
Harj has 30 years working in contact centres and customer relations within the UK insurance industry, for major brands including Direct Line.
Operational Excellence
Read more
44 minute listen
CareerTalk with Ryan Rubertazzi, VodafoneThree
Leigh speaks with Contact Centre Leader of the Year at the ⁠UK National Contact Centre Awards⁠ in 2021, ⁠Ryan Rubertazzi⁠.
Operational Excellence
Read more
34 minute listen
CareerTalk with Paul Mazoyer, Heineken
In this episode Leigh speaks with ⁠Paul Mazoyer⁠, who reflects back on an incredible 22 years with global brewery giant, ⁠The HEINEKEN Company⁠.
Operational Excellence
Read more
43 minute listen
CareerTalk with Claire Carroll, Hargreaves Lansdown
Claire chats about her career leading contact centre operations for incredible brands such as Virgin Media, Homeserve, BT, Co-Op and JP Morgan.
Operational Excellence
Read more
46 minute listen
CareerTalk with David Rumble, Founder and Director
Industry ‘veteran’ David Rumble explains why the contact centre is an industry that can galvanise so many people in their careers.
Operational Excellence
Read more
6 minute listen
CareerTalk Special – National Contact Centre Day
We take a peek behind the curtain, by visiting WTW in Redhill on National Contact Centre Day for a special episode of CareerTalk.
Operational Excellence
Read more
50 minute listen
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
Strategy and Leadership
Read more
40 minute listen
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a 'Brag Book'.
Operational Excellence
Read more
43 minute listen
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35-year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Operational Excellence
Read more
46 minute listen
CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Colleague Experience
Read more
37 minute listen
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
Customer Experience
Read more
46 minute listen
CareerTalk with James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Colleague Experience
Read more
38 minute listen
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien⁠ at ⁠First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.
Operational Excellence
Read more
1 hour listen
CareerTalk with Rachel Hulme, Operational Support Manager, Liberata
Leigh speaks with Rachel Hulme, Operational Support Manager at Liberata about her varied career working for brands including Capita and Argos.
Operational Excellence
Read more
45 minute listen
CareerTalk with Hannah Ratcliff-Barnes, HSBC
Leigh speaks all things contact centre career with Hannah Ratcliff-Barnes, who is Social Media Lead for global banking giant, HSBC.
Operational Excellence
Read more
46 minute listen
CareerTalk with Brenda Beavon, ArvatoConnect
Leigh speaks with Brenda Beavon, Customer Service Solutions Director at tech solutions business, ArvatoConnect.
Colleague Experience
Read more
43 minute listen
CareerTalk with Jon Hall, Fibrus
Leigh speaks with Jon Hall, CX Manager at UK broadband provider Fibrus about his varied career in customer contact.
Read more
33 minute listen
CareerTalk with Marco Ndrecaj
Leigh Hopwood chats to Marco Ndrecaj, Director of Customer Experience Management Services at SSCL, about Marco’s career so far.
Operational Excellence
Read more
47 minute listen
CareerTalk with Alf Rodway
Leigh Hopwood chats to Alfred Rodway, General Manager for Global Sales, Service and Litigation at Air France-KLM, about Alf’s career so far.
Operational Excellence
Read more
40 minute listen
CareerTalk with Alessandro Storer
Leigh Hopwood chats to Alessandro Storer, Head of Inclusion and Belonging at OVO, about Alessandro’s career so far.
Colleague Experience
Read more
36 minute listen
CareerTalk with Amanda McCormack
Leigh Hopwood chats to Amanda McCormack, Head of Risk and Innovation at AIB Ireland, about Amanda’s career so far.
Operational Excellence
Read more
37 minute listen
CareerTalk with John Devlin
Leigh Hopwood chats to John Devlin, Co-Founder and CEO at Ascensos, about John’s career so far.
Colleague Experience
Read more
48 minute listen
CareerTalk with Paul Manley
Leigh Hopwood chats to Paul Manley, Vice President of Customer Service at DHL Express, about Paul’s career so far.
Operational Excellence
Read more
30 minute listen
CareerTalk with Kim Canning
Leigh Hopwood chats to Kim Canning, Senior Operations Manager at Ascensos, about Kim’s career so far.
Operational Excellence
Read more
32 minute listen
CareerTalk with Tobias Homolka
Leigh Hopwood chats to Tobias Homolka, Head of Audit and Customer Care at Lidl GB, about Tobias’ career so far.
Operational Excellence
Read more
41 minute listen
CareerTalk with Emma Dark
Leigh Hopwood chats to Emma Dark, Customer Experience Director at Cuckoo, about Emma’s career so far.
Operational Excellence
Read more
35 minute listen
CareerTalk with Chris Lee
Leigh Hopwood chats to Chris Lee, Executive Director – Head of Service Operations at JPMorgan Chase, about Chris’ career so far.
Operational Excellence
Read more
35 minute listen
CareerTalk with Heather Orr
Leigh Hopwood chats to Heather Orr, BT Business Contact Centre Manager at BT Group, about Heather’s career so far.
Operational Excellence
Read more
31 minute listen
CareerTalk with Victor Chambers
Leigh Hopwood chats to Victor Chambers, Contact Centre Specialist Team Manager at npower Business Solutions, about Victor’s career so far.
Operational Excellence
Read more
37 minute listen
CareerTalk with Vince Scibetta
For our next episode of CareerTalk, Leigh Hopwood chats to Vince Scibetta, Customer Care Centre Manager at Diabetes UK, about Vince’s career so far.
Operational Excellence
Read more
33 minute listen
CareerTalk with Simone Golden
For our next episode of CareerTalk, Leigh Hopwood chats to Simone Golden, Telesales and Retention Business Manager at Vodafone UK, about Simone’s career so far.
Operational Excellence
Read more
31 minute listen
CareerTalk with Naveed Hussain
Leigh Hopwood chats to Naveed Hussain, Operations Manager at Specsavers about Naveed’s career so far.
Colleague Experience
Read more
36 minute listen
CareerTalk with Sabina Onwuka
Leigh Hopwood chats to Sabina Onwuka, Head of Customer Services at London Borough of Barking and Dagenham, about Sabina’s career so far.
Operational Excellence
Read more
38 minute listen
CareerTalk with Paul Whymark
Leigh Hopwood chats to Paul Whymark, Chief Operating Officer at Sensée, about Paul’s career so far.
Operational Excellence
Read more
38 minute listen
CareerTalk with Helen Wilson
Leigh Hopwood chats to Helen Wilson, Chief Operating Officer at Atom Bank, about Helen’s career so far.
Operational Excellence
Read more
35 minute listen
CareerTalk with Dan Britton
Leigh Hopwood chats to Dan Britton, Associate Director of Operations at NHS Business Authority Services, about Dan’s career so far.
Customer Experience
Read more
47 minute listen
CareerTalk with Ray Biggs
Leigh Hopwood chats to Ray Biggs, Head of Consumer Care at John Lewis Partnership, about Ray’s career so far.
Strategy and Leadership
Read more
32 minute listen
CareerTalk with Carrie Parker
Leigh Hopwood chats to Carrie Parker, Global Head of Continuous Improvement at Freshfields Bruckhaus Deringer, about Carrie’s career so far.
Colleague Experience
Read more
36 minute listen
CareerTalk with Phil O’Shiel
Leigh Hopwood chats to Phil O’Shiel, Group Account Lead at The Phoenix Group, about Phil’s career so far.
Operational Excellence
Read more
36 minute listen
CareerTalk with Andy Cook
Leigh Hopwood chats to Andy Cook, Head of Customer & Colleague Experience at AXA Health, about Andy’s career so far.
Colleague Experience
Read more
31 minute listen
CareerTalk with Kelly Shippen
Leigh Hopwood chats to Kelly Shippen, Head of Contact Centre at Leeds Building Society, about Kelly’s career so far.
Colleague Experience
Read more
28 minute listen
CareerTalk with Babadele Adeola
Leigh Hopwood chats to Babadele Adeola, Client Services & Development Director at Comdata UK, about Babadele’s career so far.
Operational Excellence
Read more
34 minute listen
CareerTalk with Sarah Williams
Leigh chats to Sarah Williams, Head of Customer Experience and Digital at Westminster City Council, about Sarah’s career so far.
Colleague Experience
Read more
33 minute listen
CareerTalk with Adam Gould
Leigh chats to Adam Gould, the Head of Customer Service and Engagement at Castles & Coasts Housing Association to talk about his career so far.
Colleague Experience
Read more
34 minute listen
CareerTalk with Lisa Range
Leigh chats to Lisa Range, Head of Telephony Sales Acquisition at Barclaycard about Lisa’s career so far.
Colleague Experience
Read more
31 minute listen
CareerTalk with Iain Banks
Leigh chats to Iain Banks, CEO at Ventrica about Iain’s career so far.
Strategy and Leadership
Read more
36 minute listen
CareerTalk with Helen Wilson
Leigh chats to Helen Wilson, Global Chief Experience Officer at Ipsos and Chair of the Judges on the ECCCSAs about Helen’s career so far.
Colleague Experience
Read more
36 minute listen
CareerTalk with Martin Teasdale
Leigh chats to Martin Teasdale, Senior Director of Quality Experience at BPA Quality about Martin’s career so far.
Strategy and Leadership
Read more
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

Quick Links

Resources

Contact Us

  • 0333 939 9964
  • info@ccma.org.uk
  • CCMA Ventures Limited
    2nd Floor, Regis House
    45 King William Street
    London EC4R 9AN
  • CCMA LinkedIn
© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326
Privacy Policy Website Terms and Conditions