Two Decades of Development at Carpenters Group
When Lindsey Rawes joined Carpenters Group more than 20 years ago, she could not have predicted how much both the business and her own career would develop over the years that followed.
Lindsey is Operations Manager within Carpenters Group's Insurance Services, First Response Unit, which provides a First Notification of Loss (FNOL) service for insurers. This team is the first point of contact when customers report a claim, helping insurers gather key information and arrange support at the earliest stage of the claims journey.
Her own journey at Carpenters began as a Customer Service Advisor, handling FNOL claims, meaning Lindsey is able to understand and resonate with the colleagues who take those calls each day. The role involves establishing a relationship with the customer, arranging recovery and repairs and referring personal injury matters to Carpenters' Legal Outbound Team for further assistance.
Over the years, Lindsey has built her career through a combination of hard work and a willingness to embrace new opportunities. Looking back on her two decades with the business, she says the support for development and internal progression has been a key part of her journey.
Lindsey has seen so many colleagues progress into new roles and expand their careers, something she believes is made possible by a culture that encourages people to reach their potential.
"Carpenters is structured in a way that enables colleagues to improve themselves on both a professional and personal level," she says. "People are supported to develop to their maximum potential and take advantage of any opportunities presented."
As Lindsey progressed through the business, she moved into leadership positions where she became responsible for supporting colleagues whilst managing team performance and helping to ensure customers continued to receive a high standard of service.
Today, as Operations Manager within Insurance Services, Lindsey oversees service delivery, performance, quality and client relationships, leading a team of managers while helping to drive results for both customers and insurer partners.
"Throughout my time here, I have been given the necessary tools and experience to build my knowledge and confidence immensely," she says. "Over the years I've been trusted with new responsibilities and given opportunities to progress, which has helped me build a career I'm proud of."
One of the aspects Lindsey values most is knowing that her ideas are heard and can help shape the business.
"I take great pride in my role and feel significant job satisfaction when my feedback and ideas are acknowledged and implemented for the good of the company. During my time with the business, I have picked up on processes that can be changed that will improve not just the customer experience, but colleague experience aswell, and seeing these changes actioned has made me feel extremely valued within my position."
Asked what makes Carpenters a company that genuinely values its colleagues, Lindsey points to the way they are supported and encouraged to contribute.
“I feel Carpenters Group is fantastic as a business because of its commitment to its colleagues by listening to their ideas and feedback, acknowledging their worth and supporting them when needed.
“Over the last 20 years, I’ve seen so many examples of colleague suggestions recognised and actioned by our senior leadership team and this in turn shaping hugely positive improvements across many different areas of the company. As a colleague, knowing that you are listened to and can influence positive change makes a real difference to working life.”
While much has changed during her 20 years with the business, one thing has remained constant: the importance of teamwork.
"I love the team ethos the most," Lindsey says. "My own team have always supported and respected me and each other, which has made us strong. Knowing I have their support gives me the extra confidence I need when making tough decisions."
For anyone considering a career with Carpenters Group, Lindsey has a simple message.
"If you want to work with a great team of people in a role that offers varied challenges within a friendly and flexible environment, with real opportunities for career progression, then Carpenters Group is the place for you."
Even after more than two decades with the business, Lindsey remains as motivated as ever, continuing to enjoy the variety her role brings and looking forward to what comes next. Her story is a strong example of how careers can evolve at Carpenters Group, where dedication and ambition can open the door to long-term development and progression.
