#NCSW The Professionalisation of Service : Skills & Capabilities

05 October 2022

We are proud to be supporting National Customer Service Week 2022.

Today focuses on The Professionalisation of Service : Skills & Capabilities and we spoke to Lauren Dunne about how customer service has evolved as a profession.

Lauren Dunne, FRU Academy & Audit Manager, joined Carpenters Group in 2010 aged 19 as a call centre agent within our Insurance Services Department. Lauren says:

“It stood out to me early on, that many of my colleagues had been here for a number of years and I knew in my first 12 months that I wanted to build a career at Carpenters Group. Many of those colleagues then remain colleagues today.

Over the next 9 years with the support of the Insurance Services Management Team I spent time learning and working in various roles within that Department including first party claims handling, training and team manager roles within FNOL and Third Party Claims.

In 2019, I joined Quality Assurance (QA) as the FRU Academy & Audit Manager, as combining both my training and team management experience seemed like a perfect fit. Training and QA is something I feel extremely passionate about and is an area that continues to grow and thrive.

Within QA we have developed a training academy that gives all new starters a secure and safe environment to learn the skills they need to be first class FNOL agents. Customer service is at the heart of everything we teach our new starters and those skills that are learnt in the very early days at Carpenters are as valid for them as they are for the most experienced and qualified of our legal case handlers.