Chris B.

Experienced Motor Insurance expert with 21 years’ exposure.

I started out as a claims handler and progressed to be a ‘senior handler’, subsequently moving into coaching so I could share my knowledge and best practices. Following customer feedback, I took the initiative to improve upon our Electronic Notification of Loss (ENOL) journey which saw me win a company-wide award. This led me into team leadership and then onto where I am presently, as Customer Claims Operation Manager at First Central.

I drive and lead the performance of our Customer Claims department.

I initiate and manage the right culture across the Customer Claims department, with scope to deliver efficiencies through data and improve on the quality and flexibility to provide an excellent customer journey. Analysis and data interpretation allows me to identify trends and areas for improvement.

Having the autonomy and opportunity to build our business.

I particularly enjoy Continuous Improvement; it’s essential. I have exposure to several methodologies and manage a team specifically to deliver the right culture in the Customer Claims Department, supporting data-led conversations and improvements.

Find a role that supports your interests and develops your skills.

I really enjoy change delivery, developing ideas and simplifying processes in my role. ‘Find a role that supports your interests and develops your skills’, it provides longevity in the role, gives a sense of achievement and, overall, you’ll get enjoyment from the work you do.

Succeeding in pursuing this role as COVID took hold.

Following my successful appointment to the role, a national announcement landed advising people to go home and isolate. Being involved in the facilitation of working from home and systematically working through the complex logistics of setting up users to operate from home with no requirement to furlough.