Lucy Harvey, Concierge team manager, QuestGates
Lucy Harvey joined QuestGates in early 2016, at a time when the business was inundated with hundreds of claims resulting from Storm Desmond, which saw record rainfall in Cumbria and resulted in thousands of homes and businesses being flooded. Her knowledge and experience in managing claims were immediately put to test, and Harvey performed admirably, quickly moving on to dealing with more complex losses while building on her management and coaching skills.
Harvey has been heavily involved in reshaping the concierge service at QuestGates. She assigned a go-to person to each case to manage the customer experience and liaise with suppliers, contractors and service providers. She was also instrumental in creating a process that allows the team to identify customers that needed to be prioritised, resulting in the Putting Vulnerable Customers First programme, which contributed to QuestGates improving its audit scores from clients and receiving a Gold Award from Investors in Customers. Harvey was recently promoted to concierge team manager for the Bolton office.
As a brand ambassador, Harvey represents the company at many industry events and frequently meets with clients. Committed to raising her professional profile, she has received certifications from the CII and CILA.