Laura Bailey

Record details on CRM system of Candidates Carry out registration calls with candidates Find and match candidates with open vacancies

Trainee Recruitment Consultant at Employment Specialists LTD (2026-07 – Present)

• Record details on CRM system of Candidates
• Carry out registration calls with candidates
• Find and match candidates with open vacancies
• Format CV's
• Review Job boards

Career break (2025-08 – 2026-07)

Following redundancy due to limited opportunities for further progression, I was fortunate to have the opportunity to take some time away from my professional career. I used this period positively to focus on personal projects that had previously been put on the back burner, while also taking the opportunity to reflect on my career goals and what was most important to me professionally. During this time, I also undertook casual work across a range of sectors, providing me with the opportunity to work with a diverse range of people, both as part of a team and independently.

These experiences allowed me to further develop my adaptability, communication and interpersonal skills while gaining insight into different working environments. This period has ultimately given me the opportunity to return to the professional workforce feeling refreshed, refocused and motivated, with a clear understanding of the direction I would like to take my career and a renewed enthusiasm for contributing to a successful organisation.

Team Leader, Repair Management at Gallagher Bassett (2023-02 – 2025-08)

Managed a team of 10 colleagues across remote, office-based, and hybrid working arrangements, ensuring effective supervision, engagement, and performance through regular in-person and virtual support, including weekly team meetings, monthly 121's and meet ups with remote workers. Oversaw all aspects of third-party and own-damage motor claims and repairs across commercial and personal lines, including Fleet, Taxi, Motor Trade, High Net Worth (HNW), and Private Motor policies. Led the successful transformation of the claims team from a task-based model to a dedicated file ownership structure.

Designed and implemented a "cradle-to-grave" claims handling model, providing customers and clients with a single point of contact throughout the claims lifecycle. Conducted a full review of active claims portfolios and reallocated cases according to handler experience, capability, and complexity. Developed and delivered training plans to support the transition and ensure operational readiness.

Introduced internal SLAs and contingency processes to maintain service delivery during periods of annual leave, sickness, and complex claim escalation. Improved accountability, customer experience, communication consistency, and overall claims handling efficiency through enhanced ownership and case management.

• Reviewed and authorised vehicle repair estimates, invoices, and property damage claims in line with client requirements, regulatory standards, and agreed KPIs
• Provided policyholders with technical guidance on policy coverage, repairs, loss of earnings, Uninsured Loss Recovery (ULR), Insurer Legal Representation (ILR), and personal injury claims
• Monitored repair and credit hire activity to minimise claims leakage, control indemnity spend, and maximise cost savings
• Delivered technical support and coaching to intervention, capture, and claims handling teams, assisting with complex claim scenarios and technical referrals
• Collaborated with engineers, repairers, and external stakeholders to resolve liability and quantum disputes efficiently
• Identified intervention and capture opportunities to improve claim outcomes and referred suitable cases to specialist teams
• Managed the preparation and provision of claim documentation to handlers, solicitors, and other stakeholders to support effective claims progression
• Reviewed estimates and invoices against service level agreements (SLAs) and client performance metrics
• Identified and escalated potential fraudulent activity to specialist fraud teams in line with company procedures and regulatory requirements
• Allocated, prioritised, and monitored workloads to ensure client SLAs and internal performance targets were consistently achieved
• Conducted quality audits, delivered feedback, and implemented continuous improvement initiatives to enhance team performance and customer outcomes
• Developed and maintained training programmes, ensuring all internal and external training modules were completed within required deadlines
• Led recruitment activities, including interviewing, onboarding, coaching, and mentoring new team members
• Managed absence, performance, and adherence processes while fostering a positive, high-performing team culture
• Investigated and resolved customer complaints in accordance with FCA regulations and company procedures
• Produced management information (MI), client reports, workload forecasts, and operational updates for senior management and clients
• Built and maintained strong relationships with clients, attending review meetings and ensuring service delivery aligned with specific contractual requirements
• Managed key supplier relationships with credit hire providers, including regular performance reviews and account management meetings involving both mainstream and HNW/prestige hire partners

Senior Repair Management Handler at Gallagher Bassett (2019-10 – 2023-02)

• Liaison for a major client; ensured training, KPIs, and queries were addressed
• Developed training guides to improve service

Repair Management Handler at Gallagher Bassett (2019-03 – 2019-10)

• Managed vehicle repairs, claims, complaints, and communication with garages and clients

FNOL Handler / Rental FNOL Handler at Gallagher Bassett (2018-06 – 2019-03)

• Supported clients post-incident, collected data, managed recovery and replacement vehicles

Team Leader at Wyvale Garden Centre (2017-04 – 2018-06)

• Assisted management, supervised inventory, mentored staff, and maintained compliance

Lounge & Brasserie Supervisor at The Swan (2015-09 – 2017-03)

• Oversaw service operations, managed private events, and upheld hotel standards

Food & Beverage Team Member / Student mentor at Wivenhoe House (2013-01 – 2015-09)

• Supervised restaurant operations and mentored hospitality students

BSc (Hons) in International Relations – University of Plymouth (2008 – 2011)

A Levels and AS Levels – Colchester Sixth Form (2006 – 2008)

GCSE – Manningtree High School (2001 – 2006)