4.2 • 5 Ratings
🗓️ 18 August 2025
⏱️ 37 minutes
🧾️ Download transcript
Episode Guest:
Cath Frost is the Chief Operating Officer at Hiscox UK, where she leads over 400 people across operations, data, change and customer service. With a career spanning finance and insurance, Cath is passionate about building high-performing teams and creating brilliant customer experiences.
Episode Timestamps:
0:00 Introduction
0:41 Cath’s first ever podcast experience
2:04 Why Cath joined the insurance industry
4:16 The hidden opportunities in insurance
6:42 What Cath would do differently starting out
8:19 Worrying, planning, and career growth
10:02 Should you always have a five-year plan?
11:33 Why building teams matters more than titles
12:09 What does a COO really do?
15:31 Six jobs in one: inside Cath’s COO role
16:14 Jack’s customer experience with Hiscox
17:50 The three pillars of customer service at Hiscox
18:57 How to start if you want to be a future COO
20:29 Finding happiness at work (and when Cath didn’t)
23:32 Creating brilliant teams and finding purpose
25:18 Why fun at work is non-negotiable
26:40 The employee–employer balance of responsibility
29:12 Educating first-time employees about expectations
32:07 Why curiosity is Cath’s biggest career advice
34:37 One year at Hiscox: what opportunity means
35:52 Cath’s duvet flip – what gets her out of bed
Episode Partner
Hiscox, a leading international insurer with more than 3,000 employees worldwide. The company is known for specialist insurance solutions and a strong commitment to customer service.
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0:00.0 | Hi, I'm Kath Frost, I'm the CEO for Hiscops in the UK. We employ about 3,000 people group wide and 900 of those in the UK. And this is my duvet flip. Where would you advise them to start? Get out, go and knock on doors. Go and be curious and go and find out if that's for you. And do a number of them, right? Yeah, exactly. So it wakes you up and it excites you. And it's a bit like, you know, when you go on a holiday destination, it's a little bit unknown. You kind of like, oh, this is great. I think in shorts is quite similar. Seems like six jobs in one. This is where it comes to kind of that bit about building a team. What should do they flip? out of bed in the morning to flip the do-be? We know what? |
0:42.7 | Hi, I'm Kath Frost. |
0:45.1 | I'm the COO for Hiskops in the UK. |
0:50.2 | It's my first podcast, so I'm a little bit, kind of maybe a bit nervous. |
0:54.1 | I just think the premise of the podcast is fantastic. Reaching, not just kind of people |
0:56.8 | who are kind of school or college leavers, but anyone really who's looking for a little bit |
0:59.9 | of advice about their career. I've never met Jack before. What I've seen from his podcast is he is |
1:04.9 | brilliant to ask you a question. I'm curious to see where he goes with the conversation and maybe |
1:09.2 | I'll get some hints and tips as to how to do it myself when I go back to the office. Right, Jack, ready to go? So welcome to |
1:17.5 | my do-o flip. How are we? Thank you very much. Really good. This is so exciting. This is great. |
1:22.7 | This is your first ever... First ever podcast. I mean, you know, I've, I'm many a podcast listened and I've |
1:31.4 | recently got into yours, which I have to say is very, very good. So yeah, that's now my |
1:37.1 | favourites list. But yeah, never been on a podcast before. I've done, I was saying before, |
1:41.8 | I've done mini videos for my teams to kind of give updates |
1:45.1 | because I often think in an email you can just delete. |
1:48.5 | Whereas if it's my face on a screen, they'd probably be really intrigued to watch it. |
1:53.2 | So, yeah. |
1:53.8 | Oh, this is going to be cool because you were going to create a trailer and everything. |
1:57.9 | There you go. |
1:57.9 | There you go. |
1:58.9 | But today, you're on the hot seat and it's we're talking about |
2:02.8 | your career your life lessons anything that you want to share to people brilliant in terms of |
... |
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