Getting to know us
When Eddie and Simon launched Hamilton Fraser in 1996 their vision was to empower the business to create new and innovative insurance solutions focused on customer service and speed of delivery. Since then our success is in large part due to our employees who have taken this vision and grown the business into what it is today.
Senior Credit Controller
Charlotte joined Hamilton Fraser as a junior member of the accounts team. A year later, she is now a Senior Credit Controller, which she puts down to her hard work and determination. Charlotte’s key responsibilities each day include checking that all Hamilton Fraser’s accounting and outstanding monies are in order, finding solutions where there is a discrepancy, and putting an action plan in place for the future. Charlotte enjoys interacting with customers and brokers on a daily basis, ensuring that she builds and maintains lasting relationships that will benefit her work and that of her team.
Accounting involves working to deadlines, and luckily this is something that Charlotte thrives on. She also relishes passing on her expertise to colleagues, so when the opportunity arises she gets involved with a lot of training. This is another reason why Charlotte loves working at Hamilton Fraser; the well-structured training opportunities that are offered, and the support provided by the company.
Customer Service Advisor
Cherise is a Customer Service Advisor in our mydeposits business. Each day she completes a variety of tasks, ranging from answering customer’s queries by telephone, meeting members, to making the odd cup of tea for the rest of the team. She really enjoys working directly with our scheme members and tenants over the phone, adding a personal touch to each individual query.
Cherise loves working as part of a team; “we all try and muck in as one to make sure not just that the work is being done, but that we’re there for one another too”. What Cherise enjoys most about Hamilton Fraser is the welcoming and encouraging environment; “I love working for a company that is so tight-knit – from the CEO, Eddie, to everyone in each department”.
One of Cherise’s most memorable cases involved working with a tenant in a vulnerable situation who was unable to complete a form due to a registered disability. “With the positive feedback I received it was clear the tenant was grateful for what I had done for him which made me proud and just goes to show that everyone at mydeposits will go the extra mile to help in any way we can”.
Business Development Co-ordinator
As a Business Development Co-ordinator, Christian’s role at Hamilton Fraser is to build and maintain relationships with our large clients, which means a lot of variety; “one day I can be in the office organising the business development calendar and responding to emails/ calls from our clients, with the next day being at an event or attending client meetings. I enjoy interacting with landlords and agents as well as the challenge of gaining new members while keeping current members happy by providing the best service possible”.
One of Christian’s most memorable experiences was delivering a presentation to around 100 landlords in Wales just a short time after joining the team. “We had excellent feedback from both event organisers and attendees and we continue to be invited to attend events and build relationships in Wales”. He also joined the first agent member of a new scheme launched in April 2016.
The ambition and growth is part of why Christian enjoys working at Hamilton Fraser; “I feel part of an ever growing and ambitious company which allows progression and development, and therefore I enjoy the challenges that each day brings. The company is very supportive and will go to great lengths to get the training you need for personal development. I feel very much part of a friendly and hardworking team where we all strive towards set targets”.
Cosmetic Account Handler
As a Cosmetic Account Handler, Jack’s key responsibility is to provide a bespoke policy for each client that best suits their needs and requirements. The aim is to provide the greatest level of cover, at an affordable price whilst ensuring the highest level of customer service at all times. As with many of the roles at Hamilton Fraser, Jack’s days are varied and can include liaising with various insurers to further develop our product offering for clients, dealing with new enquiries, assisting existing clients with any queries they may have and training new team members.
For Jack, working with a variety of people as well as the scope to gain knowledge are just some of the things he enjoys most about his role “I enjoy building relationships with both my clients and the industry contemporaries. I love being involved in the aesthetic industry, learning about the various procedures and products available on the market”.
Jack also believes that working for Hamilton Fraser has allowed him to grow and develop not just his career, but as an individual; “it enables me to challenge myself and maximise my potential whilst being part of the bigger picture by putting forward ideas and being included in the decision making process”.
Jack prides himself on going above and beyond for every client. “I always make an extra effort to ensure that clients hang up the phone with the peace of mind and reassurance that they have maximum protection with Hamilton Fraser and they will be fully supported throughout their policy period”.
Emma’s role as a Claims Handler within our landlord insurance scheme means that she has authority to deal with claims from first notification, through to settlement. Emma’s typical day includes taking details of new claims from policyholders and sub brokers over the phone, liaising with insurers and loss adjusters, preparing claim files and authorising repairs. The claims department receive a high volume of calls and making a claim can be a stressful and upsetting process; “it is important to listen to the clients and I always try to assure that we are here to help and support them through the claims process”.
Hamilton Fraser has expanded since Emma joined in 2007 and although the staff numbers have grown, for her the company still feels like “a family run business which shows appreciation to all the staff members”. She values staff initiatives such as the social committee which organises regular activities, theatre trips or group meals; “these are a great way to mix with other members of staff in the office and meet those you do not have a day to day dealing with”.
As Senior Adjudicator, Emma is responsible for ensuring the smooth running of her team on a daily basis as well as training newly appointed adjudicators and providing advice, coaching and support. As an adjudicator, Emma also investigates complex or high level complaints in addition to completing her own allocation of cases.
Emma loves the variety of her work; “my day consists of supervising and acting as a mentor to the adjudication team, resolving deposit disputes, responding to technical queries, quality control and coordinating training. My role has also given me the opportunity to present dispute workshops and contribute towards best practice guides, aimed at improving industry standards. My days are always varied and the responsibilities that come with my role definitely keep me on my toes!”
Emma feels that the service she and her team provides is important and makes a real difference in people’s lives, both through resolving disputes and through training and developing new members of staff to reach their potential. Emma enjoys working for Hamilton Fraser “I feel very much part of a dynamic, growing company who puts its faith in its staff. It really does feel like we are all part of a big family, all pulling together to achieve our goals and make the company successful”.
Since joining the company Emma has progressed from customer service, to disputes and currently adjudication. “This has been a great experience and is ever challenging, enabling me to continue learning new areas of the business and furthering my own development”.
Business Development Executive
The key element of Simon’s role at Hamilton Fraser is business development and client management, which involves providing excellent customer service to our letting agent clients. This can include dealing with any issues that occur with their account or membership of mydeposits, providing onsite training for their new staff, and dealing with disputes issues. In addition, Simon attends various events such as landlord and letting agent shows and conferences, local council run initiatives for landlords, workshops and forums. Simon loves the variety of his role; “no two days are the same, I would generally have a list of clients to visit, this could be anywhere from London to the Midlands and whilst in the area we would look to raise awareness of mydeposits. We cover an average of 300-500 miles a week”.
Working at Hamilton Fraser also gives Simon the opportunity to develop; “The company encourages you to challenge yourself and employees are offered various training opportunities internally and externally”.
There have many highlights of Simon’s career at Hamilton Fraser, but one that stands out most was a potential client who had a very large deposit portfolio. “I spent almost a year trying to get them to use our scheme, after leaving many phone messages and sending emails I finally managed to set up a meeting to discuss our unique selling points, and they subsequently joined. Persistence paid off!”