Gillian Halliday
Erskine,Renfrewshire
Summary
Accomplished professional with expertise in leadership and management, training and coaching, and customer experience. Demonstrates exceptional communication and interpersonal skills, with a strong focus on attention to detail and organisational skills. Proven ability to manage claims effectively while maintaining calm under pressure, adaptable in high-pressure scenarios. Committed to enhancing team performance through effective policy interpretation and performance management. Career goal includes leveraging skills in a dynamic environment to drive organisational success.
Overview
30
30
years of professional experience
4
4
years of post-secondary education
Work history
Home Claims Team Leader
esure
Glasgow , Glasgow
01.2004 - 08.2025
- Leading and motivating a team of claims handlers ensuring claims are processed accurately and efficiently in accordance with policy procedures and regulations
- Overseeing fraud detection to ensure appropriate referrals to prevent fraudulent claims
- Coordinate daily tasks, ensuring smooth workflow within the team.
- Prioritise tasks according to urgency and importance, optimising workload allocation among team members.
- Conduct regular performance reviews to identify areas of improvement for each team member.
- Foster positive employee relationships through communication, training and coaching.
- Improved customer satisfaction through close collaboration with the team.
- Encouraged open communication, fostering a positive work culture.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Resolved conflicts effectively, promoting harmony within the workforce.
Motor Claims Team Leader
Kwik Fit Insurance Services
Uddingston, South Lanarkshire
01.1997 - 01.2004
- Managed a team of 10 claims handlers ensuring efficient and effective claims handling
- Providing guidance and support to team, developing skills and identifying areas for improvement
- Maintaining high standards of customer service to policyholders, brokers and other stakeholders
Claims Handler
Kwik Fit Insurance Services
Uddingston, South Lanarkshire
11.1995 - 01.1997
- Managed motor claims from start to finish liaising with policyholders, insurers and third parties
- Ensure claims are processed efficiently providing excellent customer service
Education
BA - Law & Administrative Studies
Glasgow Caledonian University
Glasgow, Glasgow City 09.1990 - 05.1994
High School - Maths, English, Geography, Secretarial Studies
St Stephen's High School
Port Glasgow Skills
- Leadership and management
- Training and coaching
- Customer experience
- Attention to detail
- Communication and interpersonal skills
- Teamwork
- Policy interpretation
- Organizational skills
- Time management
- Performance management
- Claims management expertise
- Tolerance and patience
- Calm under pressure
- Adaptable in high-pressure scenarios
Timeline
Home Claims Team Leader
esure
01.2004 - 08.2025
Motor Claims Team Leader
Kwik Fit Insurance Services
01.1997 - 01.2004
Claims Handler
Kwik Fit Insurance Services
11.1995 - 01.1997
BA - Law & Administrative Studies
Glasgow Caledonian University
09.1990 - 05.1994
High School - Maths, English, Geography, Secretarial Studies
St Stephen's High School
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