Q: Has the industry changed drastically since you started working in it?
A: Without a doubt the biggest change I’ve seen is in relation to the widespread adoption of technology in order to improve the customer experience. More and more firms are focusing on delivering an amazing customer experience. Live chat is a perfect example as more and more firms are starting to recognise the need to engage with consumers on their terms, which means being accessible at any time of day or night, and with a multi-channel approach.

Q: What has been the key positive, or negative, impact of change in your area of the market?
A: There’s been a marked shift in the legal sector’s approach to outsourcing and there’s now a very real appetite to do so, particularly when it comes to finding ways to be more competitive, more efficient and to cater for changing consumer demands. I think the benefits of reducing distractions and freeing up lawyers so they can concentrate on their primary tasks is now universally understood, which is why firms are more willing to work with a variety of outsourced partners, including in some of the less traditional business functions such as customer service. The rapid pace of technological change is a key driver of this, and it has really changed the legal landscape – from what customers want and expect, right through to how firms operate, communicate, innovate and keep themselves relevant.

There’s been a marked shift in the legal sector’s approach to outsourcing and there’s now a very real appetite to do so, particularly when it comes to finding ways to be more competitive, more efficient and to cater for changing consumer demands

Q: Who inspires/inspired you and why?
A: I have to say our founders Ed and Rachel. When you look at the business they have grown and their investment in people – it really is inspiring. I am incredibly lucky to work for such a fast growing business who continue to put customer and employees at the heart of everything we do. This coupled with Rachel founding We Mind the Gap, changing the lives of young people in our communities and leading by treating people as we ourselves would want to be treated.

I am incredibly lucky to work for such a fast growing business who continue to put customer and employees at the heart of everything we do.

Q: What has been the most valuable piece of advice given to you?
A: Over the years a lot of wise words have helped to shape me, but I think perhaps the most poignant bits of advice have been to believe in myself, have resilience and make things happen. A quote I see often on Instagram sums this up perfectly – ‘the only thing holding you back is yourself’. More recently, our founder Rachel gave me a fantastic piece of advice about how to lead people which I try to keep front of mind, always. Her advice is to ‘Give people clarity, show them what good looks like and then get out of their way and let them fly’. I think that’s a great mantra for business.

Q: If you were not in your current position, what would you be doing?
A: Before moving into Business Development, I was a Solicitor with Pannone LLP so I suspect that’s what I’d still be doing now. I’ve always been passionate about the importance of the customer experience and workplace culture so I think this would have still come through in my work – I’d probably be championing these issues from within a legal practice, rather than with my Moneypenny hat on.