ILC ARTICLE

Rising Star interview with Paul Furey – Member Complaints Resolution Manager, Copart

8th November 2021

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

I joined Copart UK as Member Complaints Resolution Manager in December 2020. I’m here to make sure we do everything we can to resolve our members’ issues. They are so vital to us, so we are continually improving what we offer and how to help them.

My role primarily focuses on ensuring that we can address any underlying complaint issues effectively, especially around the member experience, and business partnering with key stakeholders to help drive change.

Success also comes from using the unique data we have at Copart. This allows us to provide insights, reporting on our complaint performance or topics for example, and in turn we drive improvements and resolutions.

I work with an amazing team and its rewarding watching the department’s continued development and growth. I love interacting with all areas of our business and providing support for the various decision-making processes.

It’s a great environment and I love how rewarding my role can be when we get it right for our members.

• What made you want to work in this industry?

I’ve always had a keen interest in the automotive industry and have worked with many of our current insurance partners in my past roles, so I was aware of Copart prior to joining. I’m pleased to now be a part of that continuing success story.

I’ve been given opportunities to make positive changes and take on more responsibility in a short space of time. The culture here is very inclusive and everyone is encouraged to ‘challenge the norm’, which is one of the Copart Values.

The management team are very supportive, and everyone strives to make this a better place to work every day.

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

Copart has adapted to many changes in our market already. Our aim is to get it right for our members ‘every time in every way’. Often that requires many different parts of our business working together as one, which can be challenging. The fundamental is that we help our members get great deals on vehicles, so they in turn can re-use or resell. 

EV’s are rising, sustainability is critical, and vehicles are changing, but of course offering the very best service to our members is what matters on a day-to-day basis. Our customer experience is second to none and something we have always prided ourselves on, so it remains a keen focus.

Change is a constant, but we are well placed to meet any changes that come. As an organisation we are an agile and nimble innovator, and of course a disruptor – it’s why we are a market leader. What makes it interesting from a management perspective is how we can influence this in a positive way.

I am confident that both Copart’s culture and the great teams of people across all our sites will support us with any ongoing challenges in the future.

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

I think it is vitally important that our industry champions/leads in both diversity and inclusion, and actively supports mental health in the workplace, which is something I know we take great pride in through our collaboration with the charity Ben.

Copart have made great strides in making our online auctions much more inclusive for anyone to bid. I would like to see this continue in the future and have no doubt that this will be the case!

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

I think Mark Twain said it best…” Dance like nobody’s watching, love like you’ve never been hurt, sing like nobody’s listening” …and trust it will all work out!