Jodie Kelsey

Observer
DISC Type : ci

Customer Contact Centre Director at Headlam Group plc

Coventry, England, United Kingdom

Overview

Jodie Kelsey is a Customer Contact Centre Director at Headlam Group plc, focusing on driving customer satisfaction, operational excellence, and enhancing team performance. She has over five years of experience as Head of Contact Centre Operations at UK Flooring Direct.

Jodie is committed to continuous improvement, collaborative leadership, and creating value through innovation in customer experience.

Jodie is interested in companies like BT Group and Salesforce.

Personality Overview

Example Seeker

Curious

Assertive

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They often ask many questions and rely heavily on information and documentation. They are generally good communicators and can be hard to convince.

Topics They Care About

Customer Satisfaction
Her role as Customer Contact Centre Director is dedicated to driving customer satisfaction and enhancing service delivery.
Operational Excellence
She focuses on promoting operational excellence and developing strategic initiatives to improve efficiency.
Team Performance
A key aspect of her role involves enhancing team performance and leading high-performing teams.

Media Appearances

Jodie has no verified media appearances

Work History

1-2025
Customer Contact Centre Director at Headlam Group plc
5-2019 - 12-2024
Head of Contact Centre Operations at UK Flooring Direct
1-2015 - 5-2019
Contact Center Manager at Holland & Barrett
4-2012 - 12-2014
Training and Development Specialist at TUI

Education

Jodie has no verified education history

More Information

Social Presence :

Prographics :

Exp : 13 Location : Coventry, England, United Kingdom Job Level : Mid-senior Designation : Customer Contact Centre Director at Headlam Group plc
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Insights For Selling To Jodie

During A Call Or A Meeting

DO's

  • Be prepared for a lot of questions, answer them objectively
  • Build rapport, it will come handy to handle hard questions later
  • Use phrases like ‘clear proof that’, ‘data shows’ etc.

DONT's

  • Don’t rely excessively on your relationship with them to win the deal
  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t try to rush them into a decision, provide all necessary information first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jodie is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Jodie

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Jodie move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Jodie take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Jodie

Personality Compatibility


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