2018-02-21
From Customer Service Adviser to Relationship Executive
Meet Laura, she's been at SortRefer for three years. But before she joined us, Laura worked with her uncle, a financial adviser, who used SortRefer to source conveyancing and other ancillary products (and still does to this day). In three years a lot has changed for Laura, she's had two promotions, a career change and met lots of different people along the way.
Studying for a CeMap qualification
Laura joined SortRefer after completing her A-levels in 2014. It was her first proper job where she was exposed to the housing market and the world of business. But, fast forward to 2018 – Laura is back to studying, this time for a CeMap qualification, alongside two other colleagues.
Taking on a lot more responsibility
Laura started as a customer services adviser before being promoted to senior customer service adviser and taking on more responsibilities. As senior customer services adviser Laura was responsible for dealing with all kinds of incoming calls from the mortgage advisers and as an experienced member of the team, she was well equipped to solve problems on cases and get answers to solutions promptly.
The growth of SortRefer and Laura
SortRefer grew and in that time, a marketing team was formed, the IT team expanded and a relationship team emerged. In July 2017, the customer services team had a restructure which saw the team split into telephone account managers, who work alonside regional account managers to provide bespoke support to brokers. This was when Laura became a Relationship Executive.
An exciting, innovative change
"The restructure of the customer services team was a really great decision, it brought a balance to the support we offered our clients. Some brokers want to talk on the phone, and some prefer a face to face visit. With SortRefer they can have both. There's always been support on the phone and that won't stop, but now more importantly our telephone account managers proactively track cases and chase updates so the brokers don't have to. It's an exciting time and there's a real buzz in the newly formed customer services team. I love being a part of this exciting, innovative change in the business."
As Relationship Executive Laura is heavily focused on supporting the suppliers we have on panel. Laura feels it's necessary to recognise what a great asset our suppliers are to our business. Without the suppliers, we couldn't offer our product. For Laura, it is key to understand the importance of the supplier working with the broker to ensure the end client is comfortable with their cases. She's the confessed 'middleman' and hopes one day to join the conveyancing world as a conveyancer. So watch this space!
It's all about Laura
Here are some things you may not know:
- She regularly attends box fit classes and is a master of sit-ups
- In 2018 she's hoping to be a home owner
- She has three younger sisters who look just like her
- If Laura was stranded on a desert island, the three things she would take with her are her phone, mac lipstick and an inflatable lilo.
