As promised, here’s the next installment in our ‘meet the Kingsbridge team’ series. Our next
victim participant is Lauren Costello, champion show-jumper and future zoo keeper. Thanks for taking part Lauren.
Name: Lauren Costello
Role:Client Services Advisor
How long have you been working with KPSOL?
Since November 2011
What does your job role include?
I speak with at least 50 people a day on the phone as well as responding to email enquiries. Most of the conversations I have are with freelancers and contractors who are interested in the KPSol insurance package and either want to put a policy in place or have questions about the cover levels and whether it’s the right policy for them.
I also work with some of our business partners. Often accountancy firms are keen to ensure their contractor and freelancer clients have the necessary insurance in place and many recruitment agencies insist on it before they’ll add them as candidates. KPSol works closely with them to help them provide an end to end service.
What did you want to be when you were younger?
A famous show jumper, a vet or a zoo owner (I’d actually still like to own a zoo)
What do you enjoy most about your job?
Making a difference for a client is important to me and when I can do that I get a real buzz. I also count myself as lucky to work with some brilliant people so just being in the office is enjoyable, even if I’m having a tough day. We have a lot of fun.
What has been the highlight of your career?
Last year I went to the Gastech exhibition at ExCel in London. One of our specialisations is in providing cover for Oil and Gas professionals and this is a huge, global event for the industry. It hadn’t been held in the UK for 40 years (it’s in South Korea next year!) so I was really lucky to be able to attend and meet so many people in the industry.
What is your favourite thing about the company and what makes them different to work for?
The company has grown quickly over the last few years and it’s given opportunities to and invested in a young team (myself included) and it continues to do that. Although traditionally the Client Services team would probably be referred to as a call centre, we’re encouraged not to be robotic, to build a real rapport with our clients. We’re involved in planning and agreeing processes and we have regular communication from senior management around strategy and developments in the business.
What do you enjoy outside of work?
Horse riding and watching the rugby. I’m also a cinema addict!
Tell us an interesting fact about yourself
When I was younger I won the regional Jump Cross event on my horse, it’s a mixture between show jumping and cross country. I was also on a TV show with Eddie Izzard once, I can’t remember it though!
Any advice you could give to someone looking to get a job in a similar environment?
You need to be very proactive. Although most of the enquiries the Client Services team deals with are inbound, we still have to actively build relationships with our clients and make sure we’re answering their questions quickly and accurately. You need to have a passion for customer services and also a willingness to learn and develop a good understanding of your clients’ needs and the insurance industry in general. It’s hard work, but really satisfying.
What do you think makes Kingsbridge stand out from other insurance providers?
We’re often able to cover people who haven’t been able to get insurance elsewhere, or who thought they would have to pay thousands to get cover. The set package of insurance is designed so our clients have peace of mind that they have the right cover, without the time and confusion they can experience from sourcing separate policies from multiple providers.
Any advice you have for freelancers or contractors looking for insurance?
It’s vital that you’re adequately protected and equally, that you’re protecting anyone who might be affected by the work you do. Don’t assume that you are automatically covered by your agency, your accountant or your professional body. This is not always the case and we have so many contractors getting in touch, panicking as they won’t get paid until they can provide proof of insurance.
Where do you hope to be in a few years’ time?
The plan is to get more involved with the work that the team that manage our partnerships and affiliations do. I’m training with them at the moment, working towards a role as an account manager.
We’ll be featuring more Client Services profiles over the coming months. If you need to talk to a member of the team for a business insurance quote you can call on 01242 808740 or send an email to firstname.lastname@example.org.