Lauren Dunne, Quality Assurance Manager, on 16 Years at Carpenters Group
For Lauren Dunne, a 16-year career at Carpenters Group has been defined by growing alongside a business that continues to evolve without losing its sense of purpose or people first culture.
As a Quality Assurance Manager within Insurance Services, Lauren plays a key role in shaping how work is done across the operation. Her remit spans oversight of the Quality Assurance framework, leading audit activity, supporting training delivery, and ensuring new starters are onboarded with kindness and consistency.
Day to day, she works closely with senior managers to make sure regulatory expectations are met, clients are protected, and customers receive the best possible experience. After over a decade with the business, she brings a deep understanding of Carpenters Group’s processes and standards - insight that allows her not only to support colleagues effectively, but to spot opportunities for improvement that strengthen operations as a whole.
“A lot of my role is about making sure we’re doing the right things in the right way but also looking at how we can do things better, more consistently, and with the customer always in mind.”
Lauren joined Carpenters Group in 2010, starting out in the First Response Unit - a 24/7 365 team that report First Notification of Loss from customers. From the outset, she was surrounded by colleagues who had already built long-term careers within the business. People who had progressed, taken on responsibility, and clearly felt invested in where they worked.
Seeing those journeys early on shaped her own ambitions.
“I was working alongside people who genuinely enjoyed being here and had built real careers without needing to move elsewhere. That showed me early on that staying didn’t mean standing still.”
What stood out just as much was the way people were supported. Development wasn’t limited to formal training or courses it was reinforced through trust and encouragement. Managers invested in their teams and colleagues shared experience openly. Progression felt achievable.
That support enabled Lauren to carve out her own path, progressing into a role that now sits at the heart of quality and continuous improvement. It’s also a role she finds energising because no two days are ever the same.
The pace is fast, the work varied, and the impact tangible - whether she’s helping a new starter build confidence, supporting a claims handler through feedback, or identifying a process improvement that makes day-to-day work easier for everyone.
“What I love most is the variety. There’s a real sense of purpose in the role knowing that what you do has a positive impact on people and the wider business.”
Lauren’s team plays a central role in that impact. She describes the culture within it as open, constructive and improvement focused. A space where ideas are shared, challenges are welcomed, and everyone works together towards better outcomes for colleagues and customers alike.
Creating an environment where people feel comfortable asking questions and supported to develop is something she takes pride in, and it reflects the wider culture she’s experienced throughout her time at Carpenters Group.
What keeps the role interesting after so many years, Lauren says, is the constant evolution. New processes, new technology, changing expectations and new projects mean the role continues to grow and adapt, just as she has.
Sixteen years in, she still feels challenged and motivated, by a business that’s continually improving. If she ever stepped away from the role, it wouldn’t just be the work she’d miss.
“I’d miss the people more than anything, both within my team and across the business. I’d also miss the problem-solving side of the role. Analysing performance, spotting themes and helping shape improvements is something I really enjoy.”
Over 16 years, those everyday interactions have grown into lasting relationships. Lauren has shared countless experiences with colleagues, celebrating successes and growing alongside the business. She’s built friendships that extend well beyond the workplace… and even met her husband here.
For anyone considering a career at Carpenters Group, Lauren’s advice is simple. It’s a place where commitment and hard work are recognised and where opportunities genuinely open up over time.
"If you’re willing to learn and put the effort in, there are so many opportunities to grow here. It’s a business that truly values its people and supports them every step of the way.”
After 16 years, Carpenters Group Lauren is clear that the combination of people and progression has kept her happy here and no doubt will continue to for many years to come.
To start your career journey at Carpenters Group, find out more about job opportunities here.
