With a diverse background and a strong focus on fairness and empathy, Laura is already making strides in supporting vulnerable customers and driving positive change. In this Q&A, she shares her vision and what motivates her in this important role.
Q: Can you tell us a bit about your background?
Absolutely! My background is mainly within the banking industry, although I can definitely say I’ve had a “squiggly” career. I actually started out in travel and hospitality! One consistent thread throughout my journey has been a passion for making good choices and influencing others to do the right thing. I know some people may raise an eyebrow at that, given the industry we’re in and how it's often perceived. But regardless of the sector, there are always opportunities to work better, advocate for change, and challenge those who don’t contribute to positive work practices or environments.
Q: What was your previous role and how has that influenced your start at Bristow & Sutor Group?
In my previous role, I focused on coaching agents to communicate effectively with vulnerable customers - understanding how their circumstances could impact their ability to manage finance. So, it’s probably no surprise that this area has been my starting point during my first few weeks here. I was really pleased to see that the organisation is already placing importance on this and has implemented a range of tools and training to support it.
Q: What are you most excited about in your new role?
I’m really excited to get stuck in and contribute. One of the first things on my agenda is supporting our commitment to Consumer Duty - particularly around customer understanding and support. I’m very passionate about fairness and transparency. It matters a great deal to me that when customers are open and honest about their circumstances, our teams respond empathetically, helping them rehabilitate their debts with tailored support and payment plans.
Q: What’s your vision for the customer experience?
It starts with clear communication. That means using easy-to-understand language and explaining the reasons behind decisions or adaptations. My vision is that when a customer contacts any of our brands, they’re met with a consistent voice - one that truly reflects our values. I’ve already seen so much great work happening across the group. On recent site visits, I heard multiple calls where employees were praised for their patience and understanding. That kind of feedback shows we’re on the right track and truly committed to changing the face of debt resolution.
Laura’s commitment to fairness and empathy is already making a difference. With her experience and vision, she’s helping shape a more supportive and transparent customer journey at Bristow & Sutor Group.
