Meet Hailey one of our Rising Stars
Hailey Gautier, 25, is a Senior Personal Lines Broker in our Jersey team. She first joined Rossborough in a temporary role in 2018 before joining the team permanently after completing her college studies in 2021, and hasn’t looked back since.
She’s undertaking professional qualifications, has already been recognised with promotion and according to her line manager is exceptional at her job. Hailey, along with one of her colleagues, has been shortlisted for this year’s Jersey Finance Rising Stars awards. We caught up with Hailey to find out more about her role and what she loves about insurance.
What attracted you to apply for a role at Rossborough?
I first came to Rossborough as a client for temporary cover for my CBT while studying in college. The team who helped me were very persistent in making sure they got me the right cover and made a great first impression. I wasn’t sure what industry to go into after leaving full-time education and applied for several roles across different sectors – I chose the role at Rossborough following my positive client experience with them a few years earlier.
Did you know much about what a career in insurance would entail before you applied?
I didn’t know anything about careers in insurance before I started – if I’m honest it wasn’t an area that I perceived to be interesting. When I started at Rossborough I didn’t imagine I’d still be here several years later. I was pleasantly surprised that I began enjoying it on my very first day and I am lucky enough to say that I love my job; insurance is fascinating. You see something new every day and there’s always a different challenge. I am still enjoying it over five years later!
What does your day-to-day role entail?
My role differs every day. Some days I spend the majority of my time assisting my colleagues with any queries they have, other days I am assisting clients in obtaining the most suitable cover to meet their needs, providing advice on how the policy would respond in the event of a claim. I also spend time creating resources for the team so they have information to hand following any changes in process or product limits, as well as overseeing the department and handling complaints. I have been included in many projects involving product testing to ensure that our products are quoting as they should and are rated correctly.
What do enjoy most about your role?
It’s difficult to pinpoint just one aspect of my role that I enjoy. I have a passion for providing quality service and turning around some challenging experiences that our clients have faced. I also love a good challenge, there is nothing more rewarding than working hard to deliver a positive outcome for our clients. The insurance industry is full of surprises and I love that there is something new to learn every day.
Have you undertaken CPD/qualifications/training? How has this helped you to perform your role?
I have opted-in to attend many different training sessions and webinars provided by the Chartered Insurance Institute, in addition to studying towards my CERT CII Qualification. I was also nominated to participate in the Gallagher Fast Forward programme, which is a yearlong course covering self-development, networking and careers. I am a little over halfway through the course and I have thoroughly enjoyed every session. All of this has enabled me to gain confidence within my role, as well as expand my insurance knowledge to aid both my colleagues and clients to the best of my ability.
Where do you see yourself in two, five, or ten years?
In two years I see myself moving around the business to gain experience in different insurance products. In five years I would expect myself to find my main area of interest within the insurance industry. Within ten years I would build on my knowledge and become a specialist in my chosen area.
Can you tell me about a time when you’ve gone above and beyond for a client/customer or for a colleague?
I aim to go above and beyond for each client. One occasion which sticks out to me is the time I assisted a gentleman in obtaining cover for his property, which proved quite difficult to quote for due to the property’s history. Every insurer I approached did not want to offer a quotation, despite the client providing all the necessary evidence to display that the area of concern had been rectified long ago. The client required cover urgently as his existing policy was due to expire. I went back to each insurer in an attempt to negotiate this and present the risk correctly. This was a lengthy process and I was still faced with many insurers who were unwilling to offer terms. However, I finally managed to obtain quotations for the client that would adequately meet his needs. It was incredibly rewarding to be able to offer a solution to the challenge our client was facing.
Why is delivering great client service so important?
Being a community broker, clients place their trust in us to provide quality advice and provide them with cover that meets their needs. Quality customer service is undeniably a crucial factor when we are placed in such a position of trust and by delivering this we can ensure a smooth customer journey. To trust and be trusted is vital.
What makes Rossborough a special place to work?
Rossborough embodies Gallagher’s main principles and I am incredibly proud to be a part of the team. Everyone is valued within the business and we can all learn and improve from one another; we are encouraged every day to learn more and progress and to help us achieve this, the business invests heavily in our development. We continue to work together to be the go-to broker that our clients can trust. The team is absolutely phenomenal. While we are a community broker, we also have access to a network of colleagues within Gallagher to provide specialist advice and access to markets to provide unique solutions for our clients.
Away from work what are you passionate about?
I have a passion for illustration which I have worked on extensively throughout my life. I am currently working to improve on my digital art skills as I have always drawn on paper. I also enjoy taking part in motorcycle charity events such as the Poker Run and the Holidays for Heroes charity ride.
If you want to Hailey win the award for Rising Stars 2024. Vote here