Q. Tell us about your role at your firm.
What do you do, and what do you find most interesting about it?
I sit on our Operations Board and am responsible for project delivery within Carpenters, looking after our Project Managers and Business Analysts. The team manage a diverse range of projects from commercial client onboarding, deployment of new products and operational improvements.My interest is driven by the diversity of work in a fast-paced environment and it’s true when people talk about no two days being the same. A big part of that comes from the people we work with; our clients and colleagues and I have met so many remarkable characters over the years and have taken positive learnings from all. I specifically enjoy working closely with insurers to understand their priorities and translating that into how we deliver our legal services.

Q. What are the challenges facing your business right now, and how are you working to overcome them?
There has been so much change within our industry over the last few years, with the Whiplash Reforms being the most impactful. However, as Carpenters always do, we embrace change and as a business have come out stronger. The reforms have also had a wide-reaching impact on insurers, particularly in how claims are processed, costs are managed and customer journeys are shaped, which Carpenters have supported them on.
Despite this, it remains a competitive market, and we continue to invest in our people and technology to continually improve our service delivery. A key part of that is ensuring we are aligned with our insurer partners, adapting our approach so we can support their objectives while still delivering strong legal outcomes for customers.

Q. If you could go back to the start of your professional career, knowing what you know now, what piece of advice would you give to yourself?
Never be afraid to ask questions and challenge. Entering any industry, it’s easy to keep your head down but when I started asking probing questions on processes, opportunities for career progression started to open that may not have done otherwise.
That approach is just as relevant now, particularly in a sector where legal and insurance practices continue to evolve, and where improvement often comes from challenging the way things have always been done.

Q. What would be your key prediction/s for the industry in 2026 and beyond?
The MoJ’s review on the impact of the Whiplash Reforms is expected to be published before the summer recess; what the output will be, time will soon tell. However, I have no doubt we’ll see continued market consolidation driven by firms that, like Carpenters, invest the most in their technology and people.
I also think we’ll see a continued focus across both legal providers and insurers on efficiency, data and customer experience. Those that can use insight to drive better decision-making and deliver a consistent, high-quality service will be best placed as the market continues to evolve.

Q. What made you want to work in this sector?
I did two weeks work experience in a Solicitors practice when I was 15 and was hooked by the people and environment. That led me to doing Law as an A Level, before completing my Law degree, CILEX and LPC, the latter two part time whilst working.
The legal sector has proven to be even more exciting and rewarding than my 15-year-old self could have imagined, and working within motor claims in particular brings you closer to the insurance side of the industry, where collaboration between insurers and legal partners plays a key role in delivering outcomes.

Q. What has been your most significant or proudest achievement in your current role (or previous roles) so far?
On a selfish level, qualifying as a Solicitor was a highlight, more for my parents than myself. My father was a joiner then lorry driver later in life and my mother worked in a service station. Both left school at 15 without qualifications as they had to earn a wage to support their families, so I know how much it meant to them seeing me qualify.
However, over the years since, seeing the development of colleagues brings my smile out the most and Carpenters have so many examples of meritocracy in career progression and I could talk for days on the subject.