Toby Ellis: Don’t order the lobster – leading with clarity and culture

In this episode, Tomas Haffenden sits down with Toby Ellis, Head of Customer Service at AMP, to explore a pivotal leadership lesson from early in his career and how it shaped the way he leads today. From building high-performing teams to driving innovation through grassroots engagement, Toby shares practical insights, career reflections, and the values that guide both his corporate and community work. Key Topics Discussed: The importance of setting clear expectations Fostering innovation through hackathons and frontline insights Why ambiguity can erode trust and slow progress Creating a culture of “freedom within boundaries” The story behind Deadly Rugby and its mission to create real social impact Resources Mentioned: Learn more about Deadly Rugby and how to get involved here https://www.deadlyrugby.com.au/The podcast is brought to you by Ashton Media, the organisers of ANZ’s leading events for senior leaders across the marketing, customer experience, HR and L&D industries. For more information on our events and how you can be involved, visit https://ashtonmedia.com.au/symposiums/ And to continue to conversation with your CX and contact centre community, follow our Customer Collective by Ashton Media page on LinkedIn here https://www.linkedin.com/showcase/am-customer-collective/ Hosted on Acast. See acast.com/privacy for more information.