Laura Curbishley is the Client First Response Team (CFRT) manager at Bott and Co, where she works hard to ensure an efficient and smooth running of the business that is the team that initially speaks to all potential Bott and Co clients. Laura is always on hand to support and guide all members of staff and help drive the business forward.
Having been in CFRT since its beginning in 2014, she brought to the department knowledge and skills from her previous role in the Operations department where she was looking after the firm’s external clients. Back in 2013, following the reforms, the firm devised a strategy of generating its own work and a commitment to working smarter to maximise costs and form that CFRT was born.
Laura’s rounded knowledge gained from working as Michael McGarry’ s PA for four years has been of great assistance in dealing with her clients’ cases. This is where she learnt all about the claims process from start right through to court proceedings. The knowledge formed during these years is deep rooted, and the basis for everything she does in CFRT today.
For her the most rewarding part of her job is when law graduates join her team at the very beginning of their careers and seeing them progress into their fully fledged legal careers as the firm benefits from home grown talent.
At the same time as adapting to increasingly frequent and dramatic changes in the legal industry, CFRT has to be experts on every single service that Bott and Co offers, from cycle accident claims and employer liability, to flight compensation and holiday sickness.
When asked what motivates her in her role, Laura says: “A desire to ensure that the people who come to us for help are met with kindness and empathy, and providing them with all the information they need to know and assuring them that their claims are in safe hands.”
She is an excellent communicator who is very much client-focused and solutions-oriented. Laura works hard to at developing a strong, cohesive, well-informed and multi-skilled team.
For Laura her professional highlight was when CFRT won the Client Care Initiative of the Year Award at the Modern Law Awards 2014 for the dedication of CFRT in dealing with customer enquiries. The team are available 90 hours per week by phone, email and web chat to answer questions from new and existing clients at a time when suits them and without confusing legal jargon.
When not at her office desk Laura likes to be active – she’s completed a sky dive with the Parachute Regiment and Tough Mudder for Help for Heroes, taken part in the Cyclone24 velodrome event for charity as well as cycling from Manchester to Blackpool twice for charity.
She also enjoys watching rugby, attending gigs, socialising with friends and is kept busy by her Labrador, Winston.