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An experienced operations manager and IT specialist, Gemma ensures an exceptional claims journey for all our customers.


Background...

Gemma joined our personal injury advice brand National Accident Helpline as a legal support advisor in 2009, coming from a High Street retail background.

In 2011, she moved into IT and systems support, Gemma has been closely involved in many of the important change projects that make our business flexible, agile and very modern. In 2020, Gemma became our Operations Quality Manager at National Accident Law, responsible for all aspects of our customer service delivery.

Skills...

Gemma is an honours graduate in law (LLB) from Coventry University and holds a postgraduate Legal Practice Course Diploma (LPC) from De Montfort University in Leicester.

Gemma brings with her a forensic eye for detail from her law training and a firm grasp of the operational components that drive our commitment to the highest quality of service standards.

Gemma’s role...

Gemma is our Operations Quality Manager. She manages the quality coaches who look after all aspects of quality across the law firm – from advisors to our litigation teams. Gemma’s key objective is to make sure our customers have an exceptional experience throughout the claims process.

Gemma’s duties also cover our Operations Support Team. This involves ensuring that important legal data is allocated to the correct files and that our customers get all the support they need at each stage of their claim.

Outside the office...

Mum to a young family and a licensed dance class supervisor, Gemma also loves the outdoors – caravanning at the seaside, in particular.

Professional qualifications...

  • Bachelor of Laws (LLB) Degree from Coventry University, 2007.
  • Postgraduate Diploma in Legal Practice (LPC), De Montfort University, Leicester, 2008.
  • NAHL Group Pathway to Leadership (P2L), Class of 2018.
  • NAHL Group ‘Curious’ Value Champion, 2018.
  • Find out more about Gemma on her professional LinkedIn profile page.