I successfully gained a place on the NFUM Future Agent Management programme in 2016, which culminated in a secondment as a Locum Insurance Agent in Liskeard. The role encompassed:- Working in partnership with the Agents to create and deliver a robust business, sales and marketing strategy aimed at maximising the Agency capacity and growth over the short and long term.- Build and develop a network of internal and external contacts; develop effective working relationships at local and national level within the organisation.- Effective influencing, personal brand awareness and coaching & mentoring.- External marketing, including social media, attendance at shows and events, hostingseminars and local network events.- Recruitment, coaching & mentoring of both new and existing individuals for personaldevelopment and team engagement.- Fully licenced in all NFU Mutual General Insurance Products and T&C Supervisor.- Successfully deliver Sales Campaigns, Agency Reviews, Customer visits and reviewsensuring the agency delivered against the three key objectives: A great company to do business with, a great place to work and contributing to sustainable profitable growth.

I moved teams with group corporate business to the motor claim team, where I was given my own client allocation, where I deal with all my clients motor claims from start to finish, this included:• Speaking to clients, solicitors, insurance companies, inspectors, repairs and other parties related to the claims on a daily basis. • Maintaining a high level of customer service and a high standard of phone and email quality, which were regularly monitored by management.• Dealing with complaints and queries, which has given me experience with how to deal with difficult situations.• Client meetings to discuss claim reviews and ways to improve claims services.

I worked with the claim support team for Group Corporate Business where we dealt with the new Corporate Claims, Claim Inspections, incoming post and general admin duties for the other teams within the department. My role included:• Inputting data into the relevant claims and IT systems.• Making and receiving calls for other members of my team• Corresponding with parties involved with the claim, and arranging inspections and repairs. • I was also the departments IT Super user, so I was able use and improve my IT skills, while helping to fix and improve the IT systems.

I worked on the IT Service Desk as part of the team who dealt with approximately 5000 incoming telephone calls a month, my role included, dealing with phone calls from NFU Mutual staff and commissioned agents regarding IT system queries, also I dealt with requests for new hardware, software, telephony requests and additional access.As a team we had a number of Key Performance Indicators and were individually monitored on First Time Fix Rate and Call Quality to ensure we delivered an excellent service. My role on the Service Desk meant that I had to deal with all levels of staff within the company.Within this role my knowledge of IT systems has improved and I am now very computer literate.