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An experienced manager and motivator, it's Carly's job to manage our legal support teams and ensure high customer service quality.


Background...

Carly joined the business in 2019, originally managing one of our legal support teams. With eight years spent in customer service operations for a leading high-end retailer, Carly understands the importance of giving customers an exceptional experience.

Skills...

A Pathway to Leadership (P2L) graduate, able people manager and skilled communicator, Carly focuses on delivering exceptional service performance by providing clear direction and motivational leadership.

Carly's role...

Carly manages our Legal Support and Claims Advisor teams, looking after all aspects of daily operation. She sets the operational key performance indicators that measure performance. Resourcing is the lifeblood of customer service: Carly is responsible for making sure we always have the right people with the right skills in the right place – and at the right time.

Delivering a great customer experience is very important to us. Carly works closely with our Quality Assurance team to deliver tangible service improvements to the way we help our customers.

Outside the office...

Born and bred in Northampton, Carly enjoys its settled sense of community. Carly loves getting lost in books, walking her dog and is aunt to six nieces and nephews.

Professional qualifications...

  • Pathway to Leadership (P2L) graduate.
  • Find out more about Carly on her professional LinkedIn profile.