Laura Deacon
St Leonards on Sea,United Kingdom
Summary
Accomplished professional with expertise in case management, client relationship management and healthcare/insurance sectors. Demonstrates strong skills in portfolio management, stakeholder engagement, and service continuity, ensuring high levels of client satisfaction and retention. Proficient in commercial reporting, and delivering presentation-quality communication. Adept at managing deadlines and service levels while making independent decisions. Advanced user of Microsoft Office and Google Workspace tools.
Overview
1
1
Language
2
2
years of post-secondary education
25
25
years of professional experience
Work history
Research Case Manager
Allied Universal Compliance and Investigations
Home based
2018.07 - 2026.08
- Manage complex assignments for national insurer clients, ensuring high-quality delivery against strict service-level agreements.
- Build trusted working relationships with client stakeholders and colleagues across multiple organisations, taking ownership of requirements and responding to time-sensitive queries.
- Take a consultative approach to understanding each assignment, identifying the client's objectives, evidence requirements, and commercial or legal priorities.
- Analyse large volumes of documentation and intelligence from multiple sources to identify trends, risks, inconsistencies, and actionable insight.
- Produce clear, structured, presentation-quality reports that support strategic, commercial, and legal decision-making.
- Coordinate competing priorities independently while maintaining accuracy, consistency, and client service standards.
- Work collaboratively across departments to resolve issues, share insight, and support effective client outcomes.
Police Constable - Licensing Officer
Sussex Police
Bexhill-on-Sea, East Sussex
2013.12 - 2018.05
- Managed a varied portfolio of relationships with licensed businesses, local authorities, Trading Standards, and other partner organisations.
- Built constructive, long-term relationships while balancing stakeholder priorities with legal, regulatory, and organisational objectives.
- Used a consultative and proportionate approach to understand operational challenges and agree practical solutions.
- Negotiated licence conditions and influenced stakeholders to achieve compliance outcomes while preserving productive working relationships.
- Analysed intelligence from multiple sources to identify emerging trends, priority risks, and areas requiring intervention.
- Planned and delivered operational activity, including test-purchase programmes, in collaboration with internal and external partners.
- Worked autonomously in a role requiring diplomacy, accountability, sound judgement, and confident decision-making.
Police Constable - Neighbourhood Response Team
Sussex Police
Hastings, East Sussex
2009.04 - 2013.12
- Managed investigations involving evidence gathering, interviews, analysis, and communication with multiple stakeholders.
- Built trust with individuals, businesses, community representatives, and partner organisations, often in challenging circumstances.
- Completed detailed incident reports, providing comprehensive information for follow-up actions.
- Fostered public trust by maintaining high ethical standards and transparency.
- Balanced competing priorities while maintaining service, quality, and performance standards.
- Communicated complex or sensitive information clearly and adapted the approach to different audiences.
Police Community Support Officer
Sussex Police
Crowborough, East Sussex
2007.01 - 2009.03
- Developed positive relationships with local businesses, community groups, and partner organisations.
- Provided advice tailored to stakeholder needs, supporting crime prevention and early intervention.
- Gathered and shared intelligence to support local priorities and coordinated partnership activity.
- Represented the organisation at community and stakeholder meetings.
- Increased trust within the community by providing a visible presence on the streets.
Consultant Support
Aon Consulting
City of London
2006.01 - 2006.08
- Supported consultants responsible for corporate healthcare client portfolios.
- Produced market-review reports and client materials to demanding quality standards and deadlines.
- Liaised directly with corporate clients and insurers to investigate and resolve service queries.
- Coordinated information from multiple providers to support client reviews and informed decision-making.
- Maintained effective relationships across consultancy, client, and insurer stakeholders.
Corporate Sales Advisor
AXA PPP Healthcare
Royal Tunbridge Wells, Kent
2004.04 - 2005.12
- Managed a portfolio of 17 corporate healthcare clients across sectors including finance and energy.
- Acted as a key point of contact for corporate clients and intermediaries, taking ownership of service requirements and queries.
- Coordinated annual renewals, supported client retention, and ensured continuity of service.
- Developed a strong understanding of client requirements and worked with internal teams to deliver appropriate solutions.
- Maintained accurate portfolio information and supported effective communication between clients, intermediaries, and AXA PPP Healthcare.
- Built strong stakeholder relationships and a reputation for dependable client service, leading to subsequent recruitment by Aon Consulting.
Subscriptions Control Advisor
AXA PPP Healthcare
Royal Tunbridge Wells, Kent
2001.06 - 2004.03
- Processed payments reconciliations and completed account adjustments for private medical insurance policies.
- Investigated and resolved account queries with support from internal departments.
- Maintained accurate financial and policy records within regulated customer-service requirements.
Education
Foundation Certificate - Policing in Partnership with Communities
University of Brighton
Brighton 2009.04 - 2010.02
BIIAB Level 2 Award for Licensing Practitioners - Licensing
British Institute of Innkeeping
Lewes, East Sussex 2013.07 - 2013.07
PIP Level 1 Investigator - Investigation
College of Policing
Sussex 2009.04 - 2010.02
A-Levels - Psychology
Uplands Community College
Wadhurst, East Sussex 2001.04 - 2001.06
A-Levels - Art History
Uplands Community College
Wadhurst, East SussexA-Levels - I.T.
Uplands Community College
Wadhurst, East SussexGCSEs - English, Science, Maths, History, French
Uplands Community College
Wadhurst, East SussexSkills
- Client relationship management
- Healthcare and insurance expertise
- Portfolio management and retention
- Stakeholder engagement
- Service continuity and resolution
- Negotiation and influence
- Commercial reporting and insights
- Presentation-quality communication
- Deadline and service-level management
- Independent decision making
- Advanced Microsoft Office and Google Workspace
Accomplishments
- Managed a portfolio of 17 corporate healthcare clients, coordinating renewals and supporting retention and service continuity.
- Developed corporate healthcare experience on both the insurer and consultancy sides, working with AXA PPP Healthcare and Aon Consulting.
- Built client relationships at AXA PPP Healthcare strong enough to result in direct recruitment by a professional-services client.
- Established trusted relationships with national insurer clients in the current role, delivering insight used in consequential commercial and legal decisions.
- Negotiated positive outcomes among businesses, regulators, and partner agencies in a complex, highly regulated environment.
Languages
French
Intermediate (B1)
Affiliations
- Photography
- Music
- Board Games
- Jewellery making
References
References available upon request.
Timeline
Research Case Manager
Allied Universal Compliance and Investigations
2018.07 - 2026.08
Police Constable - Licensing Officer
Sussex Police
2013.12 - 2018.05
BIIAB Level 2 Award for Licensing Practitioners - Licensing
British Institute of Innkeeping
2013.07 - 2013.07
Foundation Certificate - Policing in Partnership with Communities
University of Brighton
2009.04 - 2010.02
PIP Level 1 Investigator - Investigation
College of Policing
2009.04 - 2010.02
Police Constable - Neighbourhood Response Team
Sussex Police
2009.04 - 2013.12
Police Community Support Officer
Sussex Police
2007.01 - 2009.03
Consultant Support
Aon Consulting
2006.01 - 2006.08
Corporate Sales Advisor
AXA PPP Healthcare
2004.04 - 2005.12
Subscriptions Control Advisor
AXA PPP Healthcare
2001.06 - 2004.03
A-Levels - Psychology
Uplands Community College
2001.04 - 2001.06
A-Levels - Art History
Uplands Community College
A-Levels - I.T.
Uplands Community College
GCSEs - English, Science, Maths, History, French
Uplands Community College