2025-09-01
Today, we’re celebrating half a decade of the lovely Ruth Shearer, our Regional Support Executive for the West region; honouring her contributions, hard work and outstanding support.
Since joining us in 2020 – during the height of Covid – Ruth has been a driving force behind the scenes, from supporting brokers in customer service to working side-by-side with Senior BDM, Paul Gregory, in the West region for the last 4 years, ensuring our largest region runs smoothly. Ruth’s SortRefer journey is a true testament to dedication, adaptability, and team spirit.
Read on as Ruth reflects on her SortRefer journey in our special anniversary Q&A…
Five years is a big achievement! How does it feel to hit this milestone at SortRefer?
It feels like 5 years have gone so quickly, I still remember starting in 2020 and everything being so up in the air with lockdowns and stamp duty and the next minute its 5 years later!
Can you remember your very first day — what were your first impressions of the company and team?
Yes, I still remember my first day, it had been delayed due to lockdowns, but I was really welcomed into the teams. Everyone was really friendly, and it eased my nerves as I had come from a completely different industry so I was nervous about learning about a new industry. But I had really good training and support which made me feel at ease.
Are there any challenges you’ve faced in your role that turned into great learning experiences?
There can be challenges, but I find that as long as there is clear communication, it helps.
Is there a moment at SortRefer that still makes you smile when you think about it?
I think I had been here for 6 months, and Paul rang up and pretended to be an advisor. He said he wanted to put in a formal complaint – I was completely fooled by the accent and didn’t recognise his number – he said he wanted to make a formal complaint about his nose and that he couldn’t grow a beard. I remember laughing a lot when I realised it was Paul!
What’s one behind-the-scenes part of your job that people might be surprised to learn about?
I think one of the main things people don’t realise is how much support we do in the background. If someone raises a query about how to get a case through on the system that may have a slightly unusual element, we take the details and then check with multiple solicitor firms to see if they can take the case and what additional fees are. This means 1 query can result in several calls and emails to get confirmation before we even go back to the broker.
What’s the nicest piece of feedback you’ve ever received from a colleague or client?
I have received the customer service hero award twice, which is voted on by my colleague’s and this means a lot.
What’s one thing you think makes the ‘West Team’ unique compared to the other regions?
I have worked with Paul for over 4 years now, and we get on very well. We have a similar work ethic and always work hard to get the best for our brokers. We look after the biggest region with a lot of brokers, but we make sure we support every person who contacts us.
If you could go back to 2020 (when you first started at SortRefer), what career advice would you give to yourself?
To have more confidence in myself and my knowledge. I work really hard and I was so nervous when I first started that I completely doubted myself and had to check that I was giving the correct information.
If you could sum up your SortRefer journey in 3 words, what would they be?
Collaboration, determination and rewarding.
Paul Gregory, BDM for the West region has shared a few words to mark this milestone:
“Behind every decent BDM or Account Manager there is, if you are lucky, a fantastic Telephone BDM. Ruth is this to SortRefer and a great support to me and, more importantly, all of our customers. Congratulations on 5 years Ruth!”
