Gemma Hughes

Experience

• 

  Keoghs

  May 2006 - Dec 2009

  • Running a case load of up to 80 litigated Defendant Small Claims Track and Fast Track credit hire files throughout their life cycle. * Running a case load of Pre-action Disclosure matters;• Ensuring compliance with CPR 31;• Costs negotiation. • Fulfilling research requests for internal and external clients;• Carrying out daily checks for legal developments;• Producing publications for internal and external clients to inform them of legal developments.

  • Litigation Executive

    May 2006 - Dec 2009

  • Pre-action Disclosure Litigation Executive

    May 2007 - Jun 2008

  • Legal Information Assistant

    May 2006 - May 2007
• 

  Johnson Yates Ltd

  Jan 2010 - Jul 2010

  Claimant Credit Hire Litigation Executive

  * Running a own case load of litigated Claimant Small Claims and Fast Track credit hire matters.

• 

  Keoghs

  Aug 2010 - Sept 2012

  * Leading a team of 7, consisting of fee earning and support staff; to meet business objectives and client SLAs;* Plan and distribute workload across the team with the objective of ensuring timely and profitable conclusion of cases;* Implement business policies and procedures, including actions arising from internal and external audits and to effectively inform and engage staff to perform to the standards expected;* Ensure compliance with business and client benchmarks, whilst driving settlement and ensuring quality of delivery;* Identify and implement appropriate training to ensure the achievement of appropriate financial authority levels and ongoing development of all team members;* Assessing technical, profitability and quality issues and implementing corrective action; • Manage client account funds and ensuring compliance with Solicitors Account Rules;• First point of contact for client complaints, taking action to resolve issues swiftly and effectively;• Providing technical support and supervision in respect of credit hire and personal injury matters. Staying abreast of legal developments and cascading knowledge through the team;• Servicing work from seven of the UKs largest insurance companies;Building client relationships through entertainment and actively managing client contacts;•Reporting directly to the Business Unit Director in respect of technical, quality and developmental issues. Show less

  • Team Leader

    Mar 2011 - Sept 2012

  • Deputy Team Leader

    Aug 2010 - Feb 2011
• 

  Horwich Farrelly

  Sept 2012 - Aug 2018

  • Head of Operations (Credit Hire MCR)

    Dec 2017 - Aug 2018

  • Associate/Head of Training and Development - Credit Hire

    Sept 2016 - Dec 2017

  • Supervisor - Credit Hire

    Sept 2012 - Sept 2016
• 

  Sage

  Jan 2019 - Jun 2024

  • Senior Global Change Manager

    May 2023 - Jun 2024

  • Business Change Manager

    Dec 2019 - Jun 2024

  • Business Change Specialist

    Jan 2019 - Dec 2019
• 

  Gentoo Group

  Jun 2024 - now

  Business Change Manager