Building Expertise Through Curiosity, Experience and Collaboration

My career journey at Gallagher Bassett has shown me that expertise isn't something you achieve once and then stop developing. It's built over time through curiosity, experience, learning from others and being willing to challenge yourself every day. From starting as a Recovery Claims Handler to becoming an Associate Solicitor and Complex Recovery Claims Manager, each step has taught me something new and helped shape the way I approach both my work and leadership.

Growth Starts with Curiosity

My biggest piece of advice to new joiners is to ask lots of questions and effectively be a sponge and absorb information.”

Some of the most valuable learning comes from listening to colleagues, understanding why they approach situations in a particular way and taking every opportunity to learn from those around you. I always encourage people to take notes and build their own knowledge bank.

Writing things down reinforces learning and creates a useful resource to refer back to when similar situations arise. I'd also encourage people to carry out their own research, whether that's reviewing case examples, reading guidance or exploring unfamiliar issues. Being curious and proactive will accelerate your development and help you build expertise more quickly.

Helping Others Build Their Own Confidence

I believe expertise develops through a combination of support, experience and continuous learning.

Having progressed through the business myself, I understand how valuable it is to have experienced colleagues willing to share their knowledge and guide you through unfamiliar situations. I support members of my team by providing coaching on technical and litigated matters, reviewing files, discussing strategy and helping colleagues understand not just what to do, but why we do it.

A key part of my role is creating opportunities for others to grow. Whether that's exposure to more complex work, involvement in client discussions or support through career progression and professional qualifications, I want people to feel confident developing their own specialist expertise. Ultimately, my goal is not to create a team that relies on me for answers, but one that is capable, knowledgeable and confident in finding solutions independently.

Solving Complex Problems Under Pressure

The most challenging aspect of my role is managing complex and high-value recovery claims, particularly those involving litigation, technical liability disputes and significant financial exposure.

These cases demand a combination of legal expertise, commercial awareness, strategic thinking and risk assessment. Often there are multiple stakeholders, complex evidence and difficult decisions to navigate.

One of the most valuable capabilities I've developed during my career is the ability to solve complex problems and make confident decisions in high-pressure situations. Through experience across the full claims lifecycle, I've learned how to approach challenges from both legal and commercial perspectives. I've also developed strong leadership and mentoring skills, which have become increasingly important as my career has progressed.

A Business That Invests in Growth

Gallagher Bassett has supported my development at every stage of my career.

From my time as a Recovery Claims Handler, through my trainee solicitor journey and into my current leadership role, I've been given opportunities to take on increasingly complex and challenging work. No two claims are the same, and that variety has played a significant role in developing my expertise.

The business also promotes continuous learning through training, mentoring and knowledge sharing. I've been fortunate to work alongside experienced claims professionals, lawyers and technical specialists who have been incredibly generous with their expertise. What I value most is that learning never stops. There is always an opportunity to learn something new, develop additional skills and continue growing professionally.

Excellence Is a Continuous Journey

For me, excellence is about consistently delivering high-quality work, taking ownership and always looking for ways to improve.

It's not just about achieving positive outcomes. It's about maintaining high standards even when dealing with challenging situations and competing priorities. Excellence means being proactive, paying attention to detail and having the confidence to make informed decisions while remaining accountable for them.

I also believe excellence is closely linked to continuous learning. The most successful people I've worked with are those who remain curious, seek feedback and continually invest in developing their skills and knowledge. Expertise isn't something you achieve once; it's something you build throughout your entire career.

The Power of Collaboration

One of the greatest strengths of Gallagher Bassett is the breadth of expertise available across the business.

No matter how experienced you are, there will always be situations where bringing together different perspectives and specialist knowledge leads to a better outcome. I regularly collaborate with colleagues from a range of disciplines, and that collaboration enables us to identify risks early, solve complex problems and develop the best possible strategies for clients.

This becomes particularly important during high-value litigated claims, complex liability disputes or situations with significant financial or reputational impact. In those moments, having access to specialists across the business allows us to move quickly, make informed decisions and deliver the best possible outcome.

Ultimately, it's that willingness to share knowledge, support one another and work collaboratively that enables us to provide exceptional service to clients when they need us most.