This year, we celebrate ten years of Emily, our Training Manager and Support Handler.

At Hazelton Mountford, we take pride in the people who shape our business. Em has played a vital role in developing our team, supporting our clients, and helping the company grow from strength to strength.

To mark the occasion, we asked Emily to reflect on her journey. From career milestones to memorable moments, here’s what she had to share.

How did you join Hazelton Mountford, and what was your initial role?

I had been in the insurance industry for several years but wanted a change. I knew Lee Summers personally and had asked him if there were any jobs available at his office. There weren’t at the time, but a few months later, he emailed me about a role, and I started as Jake’s Account Handler.

Over the past 10 years, how has your role evolved, and what have been the key milestones in your career here?

My role has evolved hugely with the company. I began as an Account Handler and progressed to Senior Account Handler. After returning from maternity leave with my son, Rafferty, I expressed interest in becoming Claims Manager when our previous manager retired, and the Directors supported this transition. Following my second maternity leave with my son, Jenson, I transitioned to my current role as Training Manager, and supporting the account handlers.

The key milestone for me was completing my Diploma in Insurance. Not only was it an incredible moment for me personally, but professionally it allowed me to progress and become a Senior Account Handler.

What stands out as a particularly memorable moment or highlight during your time with us?

Passing my Diploma was a real highlight. It took several attempts to pass my final exam, and I had lots of support from the team when I had to retake (3 times!). When I called on my way back from the examination centre to say I passed, the team decorated the office with congratulations banners and balloons and were all wearing party hats to celebrate!  This is just one example of how much everyone at HM roots for each other, and it is such a supportive and caring place to work.

How has Hazelton Mountford changed since you started, and what changes have you found most impactful?

I feel like HM has changed considerably as we’ve grown, but we’ve managed to maintain our core values and family feel. The team has doubled in size in the past 10 years, and our roles are constantly evolving to ensure we are still putting our clients first. 

What is your approach to designing and implementing effective training programs for our team?

I am focusing on helping new starters understand the ‘why’ behind what we do from the very beginning. It’s easy to complete tasks without fully grasping their purpose, so I aim to ensure that everyone understands why we do what we do. One of our core values is Expertise, and I am eager for all our staff to become experts in their roles.

Previously, we haven’t had a dedicated Training Manager, and new starters have learned primarily on the job. Whilst I think this is the most effective way for someone to learn, I also think that the support from a dedicated training manager can be incredibly beneficial. We want to set our team up for success, and by developing individual training plans for each team member, we can engage them more effectively.

How has your experience at Hazelton Mountford contributed to your personal and professional growth?

I have spent time across all areas of the company, so my experience within HM feels very comprehensive. I am familiar with many of our clients and understand the value we bring to them. I believe that sharing this knowledge with new team members is invaluable.

Professionally speaking, my time as Claims Manager was so helpful because this is the reason people have insurance, and I wanted to ensure we were giving the best service possible. Now, as the Training Manager, I draw on my experience as Claims Manager to provide the team with practical examples of what to consider when setting up clients and what potential issues might arise during claims.

My personal growth in the past 10 years has been huge. The support I’ve received from HM has been incredible, and I genuinely believe I wouldn’t have experienced this level of support at any other company.

What advice would you offer to someone starting their career with us?

If you work hard at HM, then HM will work hard for you. Everyone wants to see people succeed, so if you come in ready to learn and take on new challenges, you will be rewarded for doing so.

How would you describe the culture at Hazelton Mountford?

Over the past 10 years, I have seen HM grow significantly, but it has maintained its family feel. The Directors are always on hand to help; they take the time to know their staff and have a joke around. The team all gets on so well, and there is no hierarchy between senior members of staff.

We have a social committee and are often doing activities outside of work. I can honestly say that I love coming to work, and it’s because of the people here. I’m very grateful to work in a place where we work hard but also have a lot of fun together.

Describe Hazelton Mountford in 3 words.

Supportive, Professional, Friendly

What activities or hobbies do you enjoy outside of work?

With 2 young sons under the age of 3, my time outside of work is often spent at local parks, farms and soft plays! I love spending time with my chaotic young family and dog, Luna, and also love a cheeky prosecco at the end of these chaotic days! 

Can you share a fun or surprising fact about yourself that we may not know?

My second baby decided to arrive very quickly and before any medical professionals could arrive, so my husband ended up delivering him!

Any other thoughts / comments?

I have loved the past 10 years at HM; each year, I learn more professionally and personally. I feel like I have grown as a person and have been supported every step of the way. Thank you to everyone who has been a part of my career in the last 10 years. I appreciate everyone more than you will know.