ILC ARTICLE

Rising Star interview with Mike Dunne, Client Relationship Manager, Carpenters Group

2nd February 2021

Tell us about your role. What do you do, and what do you find most interesting about it?

At Carpenters my role as Client Relationship Manager is to work closely with our key Insurer and Broker partners, across both our insurance and legal services products to make sure we deliver against all expectations and remain their partner of choice. A pivotal part is to ensure all products meet the customers’ needs and we’re always looking and talking about ways to improve and develop our proposition in the industry.

The most enjoyable part of the role is getting to meet new contacts which is happening a little less than we would like at the moment but we are using zoom and teams to help with introductions and continue to build long term relationships.

What made you want to work in this industry?

I have to admit the industry sort of found me, I landed a role in a contact centre following redundancy from my previous contact centre manager role and this new role happened to be at Carpenters within the First Response Unit. Luckily the interview went well.

10 years later, I haven’t looked back. After a change in direction from operational roles into the commercial team 5 years ago, it definitely feels like this industry was made for me. Being a very fast paced industry, this suits me as I’m always up for a challenge!! Which leads nicely on to the next question.

What do you see as the biggest challenge to your industry in the next year?

For me there are two huge challenges for the industry in 2021. Whiplash reforms and dealing with the ongoing global pandemic.

The current Covid 19 pandemic continues to impact everyone as we head in to 2021 , we all continue to adjust to the “new normal”, with working from home and the joys of zoom and teams meetings. This is coupled with looking after each other during these difficult times, making sure people close to us are doing ok and offering support to each other, which sometimes can just be a simple call to say Hi.

The industry has adjusted fantastically throughout this period and that is sure to continue with plenty of analysis going on to try and plan for what’s next in store, but what we do know is that the focus remains the same, providing the best possible service to our customers.

The Civil Liability Act is a huge change to the industry and the way those customers that require legal support will be effected, this will definitely come with some challenges. With many elements still to be defined by the MOJ and only a short period to make the final adjustments. However, as with any changes there comes opportunity and I look forward to helping with the continued growth of Carpenters across the Insurance Industry.

How would you like to see the industry improved next year / 5 years / by the time you retire?

I’d like to see the industry continue to develop its use of technology guided by the hard work of the fantastic people within it. Technology is a fantastic assistant but it will never be able to replace the human touch, especially during what can be a very stressful time following an accident.

There are always ways to improve and with the upcoming changes, focusing on the customer journey will be imperative. Were always looking for ways to improve the customers experience and take away the stress of making a claim.

If you could give your 16-year-old self a piece of advice, what would it be?

Never give up on your dreams and aspirations as the harder you work the bigger the dream.