ARC PEOPLE: GEMMA ROSS, CLAIMS DEVELOPMENT MANAGER

Hi Gemma, firstly could you tell us about your role and responsibilities as our Claims Development Manager?

I lead the First Response Unit, a team of twenty plus who act as the first point of contact for our customers on their claims journey; we service the phone, email, and online chat functions.  l also administer the call-back facility for the Legal Assistance Helpline and provide support to the Legal Advisers in Cardiff.

Day-to-day, my work managing this busy team involves assessing our Service Level Agreements (SLAs) to ensure that we have enough people available to support our customers, and that the processes we have with our clients are working to an optimal level.

I also support the team’s development and growth; as the business has expanded significantly, we’ve been on a recruitment drive to bring in and train talented new team members.

What do you enjoy most about your role?

Mine is a fast-paced and incredibly varied role, there’s lots to do, and I love finding solutions to different challenges each day.

My team is incredibly passionate about what they do, they’re a successful and customer-focused bunch and we’ve grown into a close-knit, supportive team. It’s a pleasure to come to the office and be surrounded by that energy – we genuinely refer to ourselves as a family!

You haven’t always worked in insurance, what did you do prior to joining Arc Legal?

No, my background is very different!  I previously provided sales support and bid management for a company dealing with offshore cabling for the energy/telecoms industry.  I also have project management experience and have been able to use these skills to support and empower my team.

I initially joined Arc Legal on a contract basis during lockdown, and really embraced the opportunity to learn a new industry, jargon, and all.  Once I’d experienced the ethos and culture of the business first-hand, I decided to accept a permanent role. I was impressed by the longevity of the people around me; this is a business where individuals are encouraged to thrive, and I was keen to become part of that.

What are you looking forward to achieving with your team this year?

We’re growing so quickly as a business, so my focus is currently on recruitment and making sure we have a fully staffed and skilled team ready to support our clients and their customers.

I also want to give all our people the opportunity to develop their existing skills, ensuring that they can support each other when needed, regardless of their role within the team.

I’m hoping to get out to some careers fairs later in the year and demonstrate the potential of insurance as a strong, successful career path for young people, school leavers and graduates alike.

Have you come across any interesting or unusual claims during your time at Arc Legal?

We manage over 45,000 claims each year across a wide range of different claim types, including family, motor, home emergency, personal accident. No one claim springs to mind, however, the pandemic has certainly changed the way people relate to my team about their claims. We’ve seen an improvement in the way the industry acknowledges and tailors its processes to vulnerable customers. We provide updated training throughout the year to ensure we consider and respond to each customer’s needs on an individual basis.

What is the best piece of advice you could give someone when making a claim?

Before making a claim, always read your policy documents fully to ensure you understand the terms and conditions.

Alongside our First Response Team, we also provide a Legal Assistance Helpline and Legal Assistance Portal to offer alternative dispute solutions before going down the litigation route.

Tell us something interesting about yourself?

Well, I originally had big plans to be a radio presenter! I presented a local radio show in Harlow for a time, mainly in the small hours, but you could occasionally hear me spinning the discs on a weekend!

Fortunately, Radio 1’s loss is Arc Legal’s gain…

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