Jodie Fuller
Hastings,East Sussex
Summary
Dynamic and results-driven professional with extensive experience in Quality Assurance, Process Improvement, and Team Leadership. Proven ability to coach and develop high-performing teams while ensuring compliance with industry standards through meticulous performance monitoring and documentation. Skilled in stakeholder engagement, risk assessment, and problem-solving, complemented by strong time management and influencing capabilities. Recognized for a customer-first mindset and delivering impactful training and development initiatives. Currently seeking to transition into a career focused on supporting and empowering others, leveraging transferable skills gained from previous leadership and process improvement roles to drive positive outcomes and personal growth..
Overview
10
10
years of professional experience
44
44
years of post-secondary education
Work history
Claims Recovery Technical Team Lead
Hastings Direct
Hastings
2025.10 - 2026.01
- Provide technical leadership and guidance to the Claims Recovery team, ensuring adherence to best practices and regulatory standards.
- Drive process improvements and implement strategies to optimize recovery performance and efficiency.
- Act as a subject matter expert for complex recovery cases, offering technical support and decision-making.
- Collaborate with stakeholders across the business to align recovery processes with operational and customer objectives.
- Monitor team performance, deliver coaching, and support professional development to build technical capability.
- Lead initiatives to enhance data accuracy, reporting, and compliance within recovery operations.
QA Team Leader
Hastings Direct
Hastings
2023.01 - 2025.10
- Provide strategic and day-to-day leadership to a team of Quality Assurance Assessors, setting clear expectations and fostering accountability.
- Promote a culture of integrity, collaboration, and continuous improvement aligned with business and customer outcomes.
- Coach and mentor team members to build capability and confidence, supporting personal development and team performance.
- Facilitate regular 1:1s, performance reviews, and development planning.
- Act as a trusted point of contact for internal stakeholders, ensuring alignment between quality standards and operational goals.
- Champion a customer-first mindset, ensuring QA practices support fair and accurate outcomes.
Recovery Negotiator
Hastings Direct
Hastings
2022.08 - 2024.08
- Communicated effectively with policyholders and stakeholders via multiple channels to resolve claims.
- Assessed and validated claims, ensuring policy coverage and accurate reserves.
- Managed claims proactively using diary systems and escalated suspected fraud appropriately.
- Investigated liability and made informed decisions on claim outcomes.
- Handled challenging conversations and complaints with professionalism and empathy.
- Contributed to team KPIs and continuous improvement initiatives.
Repair & Total Loss Case Handler
Hastings Direct
Hastings
2020.08 - 2022.08
- Managed a portfolio of motor claims, including repairable vehicles and total loss cases.
- Liaised with policyholders, repairers, engineers, and third parties to progress claims efficiently.
- Assessed repair estimates and valuations, ensuring compliance with policy terms.
- Coordinated with salvage agents and engineering teams for settlements and disposals.
- Maintained accurate records and handled complex queries professionally.
FNOL / CCS Call Handler
Hastings Direct
Hastings
2019.09 - 2020.08
- Acted as the first point of contact for customers reporting new motor claims.
- Collected and validated key incident details for accurate claim setup.
- Provided clear guidance on the claims process and identified potential fraud indicators.
- Maintained compliance with regulatory and company standards.
Restaurant Team Leader
Whitbread
2016.06 - 2019.08
- Led a team of front-of-house staff in a fast-paced hospitality environment.
- Managed daily operations, staff scheduling, and service quality control.
- Trained and coached new team members and resolved customer issues promptly.
- Supported stock control, health and safety compliance, and cash handling.
Education
GCSEs - Mathematics
The Hastings Academy
2011.09 - 2016.07
GCSEs - English Language
The Hastings Academy
2011.09 - 2016.07
GCSEs - English Literature
The Hastings Academy
2011.09 - 2016.07
GCSEs - Photography
The Hastings Academy
2011.09 - 2016.07
GCSEs - Science
The Hastings Academy
2011.09 - 2016.07
GCSEs - Triple Science
The Hastings Academy
2011.09 - 2016.07
GCSEs - Spanish
The Hastings Academy
2011.09 - 2016.07
GCSEs - History
The Hastings Academy
2011.09 - 2016.07
A-Levels - Psychology
Bexhill College
2016.09 - 2018.07
A-Levels - Sociology
Bexhill College
2016.09 - 2018.07
A-Levels - Travel and Tourism
Bexhill College
2016.09 - 2018.07
Skills
- Quality Assurance & Process Improvement
- Team Leadership & Coaching
- Customer Service Excellence
- Performance Monitoring & Reporting
- Documentation & Compliance
- Time Management
- Problem Solving
- Stakeholder Engagement
- Knowledge of Claims End to End
- Risk assessment strategies
- Customer-first mindset
- Influencing and persuasion prowess
- Training and Development
Websites
Affiliations
- Gym and running
- Reading
Accomplishments
Awarded “Best Team Leader” at Hastings Direct
Recognized for exceptional leadership and team culture development. Built and nurtured a team environment defined by support, encouragement, and unity. Under my leadership, the team consistently demonstrated collaboration, resilience, and positivity, creating a space where individuals felt valued, heard, and empowered to grow. I led with empathy and integrity, fostering trust and open communication while driving continuous improvement. This culture not only enhanced performance but also strengthened personal connections, resulting in a team that worked seamlessly together and celebrated shared success.
References
References available upon request.
Timeline
Claims Recovery Technical Team Lead
Hastings Direct
2025.10 - 2026.01
QA Team Leader
Hastings Direct
2023.01 - 2025.10
Recovery Negotiator
Hastings Direct
2022.08 - 2024.08
Repair & Total Loss Case Handler
Hastings Direct
2020.08 - 2022.08
FNOL / CCS Call Handler
Hastings Direct
2019.09 - 2020.08
A-Levels - Psychology
Bexhill College
2016.09 - 2018.07
A-Levels - Sociology
Bexhill College
2016.09 - 2018.07
A-Levels - Travel and Tourism
Bexhill College
2016.09 - 2018.07
Restaurant Team Leader
Whitbread
2016.06 - 2019.08
GCSEs - Mathematics
The Hastings Academy
2011.09 - 2016.07
GCSEs - English Language
The Hastings Academy
2011.09 - 2016.07
GCSEs - English Literature
The Hastings Academy
2011.09 - 2016.07
GCSEs - Photography
The Hastings Academy
2011.09 - 2016.07
GCSEs - Science
The Hastings Academy
2011.09 - 2016.07
GCSEs - Triple Science
The Hastings Academy
2011.09 - 2016.07
GCSEs - Spanish
The Hastings Academy
2011.09 - 2016.07
GCSEs - History
The Hastings Academy
2011.09 - 2016.07