I’m 37 years old and a proud mum to my young son, Oliver. I’ve spent the past 14 years at Bupa, where I’ve grown my career within customer contact operations, and I’m currently delighted to lead our Academy and Coaching team. In this role, my focus is on shaping the experience for our new Customer Service Advisors, ensuring that when they join Bupa, they feel supported, confident, and fully equipped to deliver exceptional service to our customers from day one.
My career has always been rooted in customer service, beginning in financial services before joining Bupa. Across both industries, what has consistently motivated me is the opportunity to support customers at some of the most vulnerable moments in their lives. I strongly believe that this is where we, as individuals and as teams, can make the most meaningful difference. At Bupa, this purpose is even more powerful, because the work we do directly impacts people’s health and wellbeing, and that responsibility drives me to continually improve how we show up for our customers.
Throughout my time here, I’ve built my leadership approach around listening, learning, and acting. Whether through feedback from our people, insights from our customers, or broader operational data, I’m passionate about turning those insights into improvements, creating better experiences not just for customers, but for our colleagues too. I’m particularly proud of the way our Academy evolves in response to this, constantly adapting how we onboard, coach, and develop our people so they feel confident, capable, and supported. Delivering some outstanding results in reduced attrition, absence and increased colleague engagement in the last 12 months.
What drives me most is helping others to grow and succeed. I passionately believe in lifting people up, removing barriers that might stand in their way and creating an environment where they can be their authentic selves and achieve great things. This comes to life through the coaching and development programmes I lead, but also through wider initiatives such as my work in social mobility, where I’ve focused on creating more equitable access to opportunities and helping people see what’s possible for their future.
For me, leadership is about creating lasting impact through people. The most rewarding part of my role is seeing the difference this work makes, watching individuals grow in confidence, progress in their careers, and ultimately deliver incredible outcomes for our customers. That impact, both on people and performance, is what continues to inspire me every day to keep learning, keep improving, and keep making things better.

I am truly humbled to have been nominated for these awards, and I suspect like most people, feel like im just doing what I can to help and support others , it’s not anything special or standout, but the nominations for this award really means the world and will keep pushing me forward to do even more.