Operations Manager within the Counter Fraud department in Admiral insurance. Currently I oversee both the causation and liability departments in Cardiff. I work extremely closely with each team to understand the daily challenges and we work collaboratively to drive change and ensure each team member enjoys what they do. We are customer focussed, strategic in our approach and results driven. There’s not a day that goes by where I don’t question the current processes and procedures in order to make it a great place to work for our staff and the best customer journey for our customers. I am a huge advocate for self development and undertaking studying to assist with knowledge and continued development. I am currently undertaking a PT Masters in Business Administration alongside the ILM L5 which I’ve almost completed. I spend lots of time listening to Diary of a CEO & The High performance podcast.

Team manager of the quality assurance team within counter fraud where I worked closely with a team of Seniors to review the work of handlers and exceptional reports within the department.

Team manager of the high value injury claims team dealing with various types of complex claims up to £250k. We were responsible for reserving, and handling the claim from start to conclusion. Working with handlers and coaching them to develop them into autonomous handlers. We would carry out various multi disciplinary meetings with experts and hold JSM meetings with our panel solicitors.

High value claims handler and senior, I have 5 years experience in dealing with high value complex and serious injury claims ranging from £50k-£13m. Dealing with the initial investigations of the claim, which involved attending the locus, interviewing the parties involved, to reading multiple discipline medical reports and attending MDT meetings, discussions with panel and the TP side and finally negotiating settlement on conclusion of the claim. I was promoted to a senior having worked in this position for 3 years, I would take referrals and queries from the team, oversee the team when the team manager was off, chair meetings, run workshops and training sessions and coach and develop handlers on the team.

Claims advisor for B2 From Beachcroft working on outsourced claims, dealing with claims from start to finish, including implementing strategies to provide the best outcomes for the insurer.

Dealing with LEI claims at the front end of the process. Answering phones to customers and and setting up the LEI enquiries for the file handlers.