Emily Clarke

I began my career at Markerstudy in the First Notification of Loss (FNOL) team, where I was responsible for taking initial reports directly from clients and guiding them through the claims process. This role allowed me to demonstrate empathy, build rapport, and make informed decisions to ensure claims were managed efficiently from the outset.

I later progressed into the Existing Claims department, where I handled ongoing claims through to closure, further developing my technical knowledge and customer service skills. Currently, I hold the position of Senior Claims Handler Level 2, where I take on additional responsibilities including coaching colleagues, leading team meetings, and supporting with complex queries and complaints.

My performance is consistently audited, and I have maintained 100% competency across both file and call reviews throughout the year. I have also received multiple awards in recognition of my claims handling excellence.

A key highlight of my career was a 10-week secondment to South Africa, where I trained FNOL agents on a range of topics including customer care, fraud awareness, and the IVI system. I regularly collaborate on project work and contribute to process improvements across the department.

At this place of employment, I managed my own column of work, which enabled me to operate independently and demonstrate my skills directly with clients. I was responsible for scheduling appointments, marketing services and products via social media, and maintaining strong client relationships. This role enhanced my ability to work efficiently and reinforced the importance of punctuality, as I was entrusted with opening and closing the salon in my employer’s absence.

During my apprenticeship, I successfully completed coursework across key areas including Safeguarding and Child Development. While working in an approved childcare placement, I gained hands-on experience caring for children of various age groups. I developed a strong understanding of how to meet individual needs, promote emotional wellbeing, and support learning through play. I also contributed to activities that enhanced children’s physical development and fine motor skills, helping them build coordination, strength, and confidence through age-appropriate movement and exercise.

During my work experience, I operated large machinery and worked with chemicals, ensuring strict compliance with health and safety regulations and manual handling procedures. I also gained valuable insight into client preferences and developed strong communication skills by interacting with clients both over the phone and in person.