My journey at Brethertons began back in 2008 as a Debt Recovery Manager in the Property Management Department. During my time in this role, I quickly developed a natural interest in analysing legal process and how this could be made more efficient. From there, I began working with a bespoke Case Management system to improve our operations internally, but also, for the benefit of our customers.
In early 2013, I joined the Customer Relationship Management Team as an Associate for Service Quality. Here, I closely analysed customer feedback to improve both customer satisfaction and service quality. In the same year, I was successfully accredited as a PRINCE2 Practitioner, achieved a Diploma in Leadership and Management from the ILM and became a Microsoft Certified Professional. I was able to utilise this experience and customer insights to support the implementation of Brethertons’ Practice Management System called Peppermint. This role provided the opportunity to gain programme and project management experience.
After working as Partner & Head of Legal Operations between 2015 and 2019, I also acted as Interim Head of CRM & Customer Operations. This position provided me with the unique opportunity to align our marketing and business development efforts with our programmes for continuous improvement.
In 2020, I was invited to join the firms’ Executive Board. I now represent a number of operational teams at board level including IT, Office Facilities, Legal Support and Compliance.