Throughout my time at Gallagher Bassett, one thing has remained constant: people. It's the reason I feel valued, respected and proud to work here. Every day, I'm learning something new that helps me grow professionally, and every day I have the opportunity to share my own knowledge and experiences to support others on their journey. That spirit of learning, support and integrity is woven into everything we do.
A Culture Built Around People
What makes Gallagher Bassett special to me is the way people genuinely live our values every day.
I'm surrounded by colleagues who uphold the Gallagher Way and demonstrate their commitment to the Gallagher Tenets in everything they do. We work in an environment that prioritises wellbeing because supported people deliver better outcomes for our customers and clients. Those stronger outcomes create stronger relationships, regardless of role, experience or expertise. That's something I've seen consistently throughout my career here.
Honesty Builds Trust
One of the strongest examples of integrity I've experienced came during the pandemic.
As many businesses adapted to changing circumstances, we faced challenges with staffing levels while recruiting into vacant positions. During that period, one of our clients contacted me directly to understand why customers weren't being contacted within our agreed service levels.
Rather than dismissing the concern or avoid the conversation, I answered honestly about our current capabilities. Being transparent allowed the client to better manage customer expectations, which resulted in a significant reduction in customer complaints and ultimately strengthened the relationship between us. It reinforced an important lesson: honesty and transparency build trust, even during difficult circumstances.
Empowered to Speak Up
One of the things I value most about Gallagher Bassett is that I've never encountered a closed door when I needed to raise a concern.
Whether something feels wrong professionally or personally, there has always been someone willing to listen and help. Speaking up isn't just accepted here, it's actively encouraged.
Because I've experienced that support myself, I try to follow the same approach with others. My door is always open to anyone who needs guidance, support or simply someone to listen. I'm grateful to work for a company that truly empowers people to speak up and be counted.”
Support During the Moments That Matter
Recently, I experienced a period where health concerns, family responsibilities and work pressures all seemed to arrive at once.
The situation became overwhelming, and for the first time I found myself needing support in a way I hadn't before. My manager played a significant role in helping me through that period. Rather than remaining distant, he made himself available, listened to my concerns and helped me create a clear plan of action.
He encouraged me to focus on improving my health, supported me as I navigated difficult family decisions and stepped in whenever I couldn't commit as fully to work as I normally would. Today, my health has improved, my family circumstances are in a much better place and my work is thriving as a result. The support I received during that time is something I'll never forget.
Doing the Right Thing Isn't Always Easy
One moment that stands out in my career involved reporting behaviour that I knew wasn't aligned with our values.
While working in the office one morning, I overheard a conversation that made me deeply uncomfortable. Although the individuals involved were people I knew well, the comments and intentions being discussed didn't sit right with me.
Gallagher Bassett has always maintained a zero-tolerance approach to bullying and inappropriate behaviour, so despite the personal relationships involved, I reported the incident. A full investigation followed, and although it wasn't an easy decision, I was fully supported throughout the process. That experience reinforced my belief that doing the right thing matters, even when it's difficult.
Integrity in the Everyday Moments
For me, doing the right thing isn't limited to major decisions. It's something that happens every day.
It means communicating clearly, honestly and openly. It means ensuring colleagues have the information they need to do their jobs effectively, raising potential risks before they become larger issues and making sure customers have the information they need to make informed decisions.
Sometimes it starts with something as simple as checking the spelling of someone's name rather than assuming it's correct. Sometimes it's asking for help when you need it instead of struggling alone. Integrity isn't just about big moments. It's about consistently choosing to do the right thing, no matter how small the situation may seem.
