Careers

Sarah Burrow – One of our values is that we are open. It’s really about being open to new ideas and opinions from around the business and the group, learning from our mistakes, and taking that forward because it will help us to grow as a business.

The customer collective is a space for our customers to come together and tell us what they need, give us their feedback and opinions on potential products that we are bringing to market. They tell us what their business needs and identify any gaps where we can support them. We want to be transparent and build products and services that best suit our customers’ needs.

We went out to a selection of our customers and gave them some details on a product that we were looking to develop. Part of that was the pricing structure, and based on the feedback that we got from those customers, we actually made some adjustments. Instead of going all the way down the product line and learning at the very end that the pricing wasn’t quite right, this was a quick win.

Because as a business, we are open and we invite that feedback, we invite those opinions. This helps us. This gives us the insight that we need to design and develop those products and services that we will take into the future. And we can only do that by being open.

Andrea Bennison – One of our values is that we respect one another. It’s about how we treat our colleagues, how we treat our customers, how we treat our clients, making sure that whatever we do in the way that we interact with people is done with openness, honesty, and integrity, ensuring that we’re inclusive of everything that we do.

One of the ways that we’re being honest about our approach is about how we’re listening to our colleagues. So we’re doing this through the employee engagement survey, through the employee forum, looking at the results of the survey, looking at the feedback from the forum, and then taking action on the back of that to make a difference.

One of the things we’ve implemented is the Long Service Awards. Recognising the achievements and the loyalty that people have had and respecting the effort that they’ve put into the organisation in all of its forms over the years.

Changing our culture, it will take us some time listening to views and feedback about what we want our culture to be, how we’re going to adapt. Some of these things will be quick wins, but other things will take a little bit longer. The thing that will make it happen, it isn’t about the policies, the process, new ways of working. It’s about each one of us taking responsibility. If we act with integrity, with honesty, with openness, we respect the diversity of the workforce of different views, of different opinions, and ultimately we just respect one another.

Ceri Laugharne – An example of where we’ve got it done, I would say, is our pilot process that we now have in place for our clients. Pilot is a new online platform for us to have clients being at the centre of their own claims journey. This has been an initiative off the back of new reforms that the government have put in place where we’ve had to really adapt how we deliver that same service to all of our client base.

It’s been a huge collaborative effort from every part of the business. Everybody’s had to pull together to move this project in super quick time, quicker than we’ve ever had to do any sort of project off the back of legal reforms. We did encounter quite a lot of challenges. What stood us out was that we had a really strong project team that were really good at solving problems quickly. We all worked really closely together to find the best outcome for us to really own the result of getting that project over the line.

It’s been a huge achievement for us all to pull together and draw on everybody’s skills and qualities within the business. The key thing I take away from the project is realising how much we’ve achieved in such a short space of time in such challenging circumstances. If, as a company, all our staff had this same mindset of “we’ve got to get this done,” it makes you realise what you can achieve and makes me really excited about what we can do in the future.

Darren Pardon  – It is working across all of the different business units across the group, sort of pulling together for one, winning as one team. There was an opportunity to tender for a 600,000 motor insurance broker based in East Anglia, the extensive proposition that the customers were looking for. We quickly realised that we had all the elements of that across the group. Repairs in one place, hires in another place, personal injuries in another place. So, we needed to work together as one team to pull that together.

So, plenty of phone calls and team meetings over Teams. The initial feedback that we got from the broker was that we fully understood their proposition from start to finish. They thought we were a credible competitor to do a broker claims notification service and produce all of the claims services that they need for their policyholders. It’s really important working with other parts of the business so we can build relationships and connect, giving us the ability to do a broader proposition for future customers.

So, we can offer a full suite and that enables us to bring in more income to have a bigger customer base. And we can only do that working together as one team.

Derek Bradley – We work with passion. I myself, I’m obviously a team manager. It is my responsibility to look after the team, and I’m very passionate about developing individuals. It’s about putting people in the right areas. Myself, I have a passion for people that brings out the best in me. For other individuals, they might be more suited to an IT environment or a technology side of things, or marketing. The fact that they find themselves in this role that they have a passion for will bring out the best in their work that they do.

The fact that we do have so many partners within the group helps us put people where they prefer to be and in the right roles that they’ll thrive in. It’s important people find their niche, just, they then develop an enthusiasm, they take more pride in everything they will do, and they’ll have a passion. And as a result, that will obviously be best for the customer. And best results for the customer means best results for the business.

We want people to feel as passionate as we do when we come to work, when we work with pride, when we work with passion and enthusiasm that our opportunities are endless.