What did you study and what were your early career plans?
I’ve actually had a pretty varied working and student life! I started off studying performing arts after school and then went on to work for a professional fundraising company until I had my son. I then became a self-employed hairdresser for several years as I was able to work around my son’s needs. I went on to study a BSc in Humanities & Social Science as a ‘mature’ student and graduated in 2013.
What was your first job and what did you learn there?
My first full time job was working as an administrator for a professional fundraising company in Bristol. I supported nationwide teams of professional fundraisers working on behalf of well-known charities such as Oxfam and Save The Children. The role taught me to be multi-skilled, think on my feet and be very organised!
Tell us a bit about your role at ActiveQuote
As Senior Lead Customer Consultant, I work within the customer services department, where we look after ActiveQuote’s existing customer base. My team look after renewals, rebroke sales, customer retention and any mid-term queries a customer might have. We’re a small, efficient team of dedicated negotiators! Being senior lead, I support and fill in for our Customer Services Manager and I’m responsible for coaching and providing feedback to our PMI team members, as well as ensuring our team provides the exceptional level of service and support we’re renowned for. Then, of course, I have my own customer caseload and I also mentor and coach any new additions to the department.
What are the main things you’ve learnt at AQ?
I’ve really been able to develop my coaching and leadership skills and I’ve learnt a lot about developing and growing a team in order to adapt to a rapidly expanding business. I’ve had the opportunity to complete an ILM qualification in leadership and I’ve also learnt that I have a real passion for problem solving and improving the customer journey. I’ve also learnt so much about private medical insurance and its importance to our customers and also how important taking the right advice on this product can be.
What are the best things about working there?
It’s been really interesting and exciting to watch the company grow. When I started in 2013, we were a relatively small office of 48. Nearly five years later, we’ve almost tripled in size, but we still have the kind of culture you find within a close-knit, small business. For me, it’s been great to work for a company that’s invested in its employees and offers further training and opportunities, as well as recognising hard work.
What are the next steps for you?
I have some training opportunities coming up which will help me further develop my leadership skills and plan my career path, which I believe is within ActiveQuote for many years to come. I’m still excited to watch ActiveQuote’s next steps and the opportunities for me that will arise from them.
What do you enjoy doing when you’re not at work?
I have a teenage son and when I can coax him away from his PlayStation and bedroom, we like to go and visit family in west Wales and Bristol. I like to cook for friends - accompanied by a few large G&Ts! - and, although I haven’t had the chance recently, I also love live music and festivals, especially European dance music festivals.
Tell us something we probably don’t know about you
Most people at work will know this already as I’m a little obsessed, but I have two Bengal cats called Tao & Jaffa. They pretty much rule my house and I’m definitely verging on mad cat lady status!