Harry Dale
Sutton in Ashfield,Nottinghamshire
Summary
Experienced Team Leader with over 8 years' experience within the insurance industry, having progressed from Appointments Administrator to Mitigation Team Leader through a series of promotions. Proven track record of leading high-performing teams, driving operational excellence, resolving complex cases and delivering continuous service improvements within regulated environments. Seeking a management opportunity where I can leverage my leadership, coaching and operational expertise to enhance team performance, improve customer outcomes and support organisational growth.
Overview
8
8
years of professional experience
Work history
Mitigation & Recoveries Team Leader
Crawford & Company
Nottingham
2023.02 - Current
- Lead and develop a specialist team of 10-11 advisors, providing coaching, performance management and wellbeing support to drive engagement, resilience and service excellence.
- Oversee the management and allocation of complex, high-risk caseloads, ensuring legal deadlines, compliance requirements and operational targets are achieved.
- Act as an escalation point for complex complaints and sensitive cases, using negotiation and conflict resolution skills to deliver fair and timely outcomes.
- Monitor performance, quality standards and service delivery, identifying development opportunities and driving continuous improvement.
- Develop team capability through coaching, mentoring and structured feedback, supporting colleagues to reach their full potential.
- Build collaborative relationships with stakeholders across the business to resolve complex issues, manage risk and improve customer outcomes.
- Contribute to operational planning, resource management and workload prioritisation to ensure efficient service delivery.
Mitigation Lead Advisor
Crawford & Company
Nottingham
2022.02 - 2023.02
- Served as Lead Advisor within a specialist high-value team, providing technical oversight and final sign-off on complex cases.
- Coached and mentored colleagues to improve performance, quality and customer outcomes.
- Managed complex escalations and stakeholder relationships, working with legal representatives and local authorities to achieve resolutions.
- Conducted audits and quality reviews to maintain compliance and service standards.
- Provided expert guidance on complex case management and complaint resolution.
Mitigation Consultant - High Net Worth Team
Crawford & Company
Nottingham
2020.09 - 2021.07
- Managed complex high-value cases, delivering tailored mitigation strategies while balancing customer needs, technical requirements and business objectives.
- Exercised delegated authority to resolve cases with significant financial implications, ensuring accurate and compliant outcomes.
- Worked closely with legal representatives, specialist partners and other stakeholders to resolve liability disputes and complex claims.
- Maintained effective stakeholder relationships, providing clear communication and guidance throughout the customer journey.
- Managed multiple high-priority cases simultaneously, ensuring quality standards, service levels and deadlines were consistently achieved.
Mitigation Consultant
Crawford & Company
Nottingham
2019.07 - 2020.09
- Managed complex investigations and developed mitigation strategies to achieve effective customer and business outcomes.
- Worked with legal representatives, technical specialists and local authorities to resolve complex cases and secure agreements.
- Monitored high-risk cases through to completion, maintaining compliance and quality standards.
- Produced detailed reports to support liability investigations and legal recovery actions.organisational standards.
Recoveries Assistant
Crawford & Company
Nottingham
2019.01 - 2019.07
- Managed a portfolio of recovery cases, ensuring timely resolution in line with regulatory and company standards.
- Reviewed complex documentation and applied relevant legislation to determine liability and recovery opportunities.
- Liaised with customers, insurers and third parties to progress cases and secure successful outcomes.
- Recovered outstanding costs and losses while maintaining accuracy, compliance and service quality.
Appointments Administrator
Crawford & Company
Nottingham
2018.08 - 2019.01
- Coordinated appointments and administrative activities to support efficient service delivery.
- Managed confidential information and maintained accurate records in line with compliance requirements.
- Provided professional customer service and stakeholder support across a high-volume workload.
Education
GCSEs - General Education
The Redhill Academy
Nottingham /2007 - /2012
TQUK Level 2 Certificate in Event Planning -
The Skills Network
NVQ Level 2 - Hairdressing
The Lee Stafford Academy
Skills
- Team Leadership & People Management
- Performance Management & Coaching
- Operational Management
- Stakeholder Management
- Complaint Resolution & Escalation Handling
- Risk Management & Compliance
- Quality Assurance & Auditing
- Continuous Improvement
- Customer Experience Excellence
- Conflict Resolution & Negotiation
- Resource Planning & Workload Management
- GDPR & Regulatory Compliance
Timeline
Mitigation & Recoveries Team Leader
Crawford & Company
2023.02 - Current
Mitigation Lead Advisor
Crawford & Company
2022.02 - 2023.02
Mitigation Consultant - High Net Worth Team
Crawford & Company
2020.09 - 2021.07
Mitigation Consultant
Crawford & Company
2019.07 - 2020.09
Recoveries Assistant
Crawford & Company
2019.01 - 2019.07
Appointments Administrator
Crawford & Company
2018.08 - 2019.01
GCSEs - General Education
The Redhill Academy
/2007 - /2012
TQUK Level 2 Certificate in Event Planning -
The Skills Network
NVQ Level 2 - Hairdressing
The Lee Stafford Academy