CEO Introduction. Who is Hamilton Fraser? Who is Hamilton Fraser? CEO Introduction

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1 Working with us

2 Who is Hamilton Fraser? Hamilton Fraser provide specialist insurance services to clients throughout the UK abroad. We recognise that competitive premiums are not everything. Security peace of mind are of equal importance to our clients so we only deal with the UK s leading insurers. In addition to providing specialist insurance services we also administer Government approved tenancy deposit protection schemes. This division is called my deposits was set up in 2007 to help llords comply with the new legislation regarding the holding of tenant s deposits. Our success over the last 18 years has been largely down to our unique approach - a blend of traditional values state of the art administration. Our brs include: Eddie Hooker CEO Hamilton Fraser Eddie Hooker has been involved in the insurance industry since Having spent the early part of his career with Legal & General progressing through the ranks from trainee to underwriter then sales executive, Eddie set up his own brokerage, Hamilton Fraser Insurance, in Hamilton Fraser now employs over 150 staff out of their Hertfordshire offices, providing specialist insurance services tenancy deposit protection throughout the UK abroad. CEO Introduction Total Llord Insurance Launched in 1996 rebred in November 2010, Total Llord Insurance has been created as a specialist provider of affordable, simple practical llord insurance. Building upon the extensive knowledge experience of Hamilton Fraser, our focus is to offer easy to underst insurance for llords without sacrificing high quality buy-to-let cover, or a great price. Who is Hamilton Fraser? Hamilton Fraser Cosmetic Insurance Hamilton Fraser Cosmetic Insurance was launched in 1996 rebred in November 2010 as a provider of affordable practical medical malpractice surgery insurance for the cosmetic industry. Our focus is to offer insurance policies that meet the dems of cosmetic practitioners at a cost effective price. my deposits In November 2006, the UK Government appointed my deposits to operate an insurance based tenancy deposit protection scheme. my deposits is jointly owned by the National Llords Association Hamilton Fraser Insurance. We have subsequently launched tenancy deposit protection schemes in both Scotl Northern Irel. Property Redress Scheme The Property Redress Scheme (PRS) is a new, straightforward easy to use consumer redress (ombudsman) scheme for Property Agents Professionals. The main purposes of the PRS are to allow agents to comply with their legal requirement to be a member of a government authorised consumer redress scheme to settle or resolve complaints made by consumers against our members. Client Money Protect Client Money Protection Insurance (CMP) protects the money of llords tenants against theft or misuse by the owners of the letting agent whilst it is in their custody or control. This money is usually the tenant s deposits llord s rental payments, but can also include llord s money held for repairs maintenance to the property. To be able to provide the highest quality customer service we need enthusiastic, dedicated, well-trained people to work for us. Here at Hamilton Fraser, we recognise that our people are our greatest asset. We invest in them by providing first class training qualifications to help their progression. By working closely with the industry s leading companies, Eddie his team have built up a detailed understing of the market ensuring that customer experience is founded upon knowledge support. CEO Introduction 2 3

3 Vision Values Hamilton Fraser is always looking to exp, develop grow in order to maximise the potential of all employees. Every department has team leaders management guiding the workforce to succeed. Our vision is to achieve excellence by actively co-operating engaging with our customers colleagues our values filter through everything we do at Hamilton Fraser. Knowledge, Education Understing Our employees customers have made Hamilton Fraser what it is today. We are constantly striving to achieve perfection would not be able to do this without the enthusiasm dedication of our employees. Eddie Hooker, Chief executive officer Hamilton Fraser was awarded the Investors in People Stard for staff development training joins ambitious organisations in the UK that are recognised against the Investors in People framework. The award demonstrates good management practice with a high emphasis on people management development. The stard encourages growth, profitability efficiency. my deposits Our Customer Service Advisors provide outsting customer service to both scheme members tenants. Working in a fast paced environment, our customer service team deal with enquiries from llords letting or managing agencies via phone, post. Key Duties & Responsibilities: Working for my deposits has provided me with a solid foundation for my career. I work with a great team have diverse responsibilities. I feel this has helped me progress within the company I thoroughly enjoy coming to work everyday. James French, Customer Service Advisor Customer Service Advisor Success Consistency Respect Vision Values Vision Values Excellence Teamwork Commitment Hamilton Fraser was awarded the prestigious Investor In Customers (IIC) award for outsting customer service. The IIC award is the only award based entirely on client employee feedback solely focusing on the client experience. Customers were asked to take part in a full survey were asked for open honest feedback in four key areas: understing client needs, meeting client needs, delighting clients engendering loyalty. Responsible for taking incoming calls from Llords, Agents, Tenants Third Parties. Dealing with enquiries amendments on a day-to-day basis. Processing membership forms, amendments un-protections. May be required to interact with customers face-to-face. Providing high stards of customer service the administration of legislation as regulated by the Government. Building knowledge understing of internal systems in order to complete daily tasks. Customer Service Advisor 4 5

4 Insurance Account Hler As an Insurance Account Hler you are responsible for assisting with managing developing the department account. This involves maintaining enhancing, where required, existing client relationships ensuring that the premium income contributes to the achievement of your own the department s financial targets. I have loved working for Hamilton Fraser since I joined two a half years ago. I have faced many challenges during this time, however working with such a close team has made this experience brilliant! Ella Remedios, Cosmetic Account Hler Hamilton Fraser Hamilton Fraser The Administration Team plays a key role in achieving departmental targets by assisting the Insurance Account Hlers with the day to day administration of client accounts. This involves filing, data entry chasing documents using the internal diary maintaining spreadsheets as well as being responsible for the client s correspondence updating the systems on a day to day basis. Hamilton Fraser is a fast-paced environment where no two days are the same. This has made for a very exciting experience I look forward to progressing within the company. Prakash Thaker, Administration Assistant Administration Assistant 6 Key Duties & Responsibilities: Assisting clients via phone which includes: general enquiries, quotations for new business amendments to policies. Ensuring all prospects leads are phoned in order to develop the department s account. Responsible for the policy renewal process. May be required to attend industry conferences events. Build relationships with clients maintain customer accounts. Working closely with the team in order to succeed achieve department targets. Insurance Account Hler Key Duties & Responsibilities: Ensure renewals are sent to the clients. Generate the renewal letters, produce a schedule of insurance invoice the clients. Update rating sheets in order to process renewals. Prioritising organisation are key responsibilities within the role to ensure the team are up to date high service stards are maintained. Working very closely with the Insurance Account Hlers in order to achieve departmental targets. Administration Assistant (Insurance) 7

5 Reward Recognition As a company who recognise our employees are our biggest asset, Hamilton Fraser have bonus schemes in place to reward achievement of company targets as well as personal excellence. All employees have their performance reviewed on a regular basis are set challenging, but rewarding objectives to further their own career progression within the company. When I perform well in my role, I feel this is recognised through praise regular reviews with my manager an end of year rating. I always know when I do a good job feel that my hard work is appreciated Chris Rowell, Business Development Executive Career Compensation Training, personal growth Salary, bonus Reward Recognition Benefits* Healthcare, pension, gym, sports & social club Variety, challenge, autonomy Work Measure *after qualifying period We want to reward our employees for the hard work commitment they have achieved throughout the year Mike Glanvill, Operations Director One of my favourite things about working for Hamilton Fraser is the sports social club. Hamilton Fraser is a company that really encourages good fun over the last year I have attended several events such as a badminton tournament, a boat party, a curry night, a trip to lego l dinosaur mini golf. I find these events are a great way to meet new people from different departments. Nick Vranjkovic, Marketing Assistant Director of Operations - Terri Hamilton Fraser invests time resources into our employees ensuring that they feel valued whilst providing many opportunities to progress through the Company. My journey is evidence of this; I started in customer service have now reached the Board Room Terri is the newest first female Director at Hamilton Fraser. She joined in 2000 as a Commercial Insurance Broker during the next two years progressed to a Training & Compliance Officer. She was responsible for the training strategy within the organisation implemented training performance review programmes for all employees managers. A Human Resources department was formed in 2009 Terri was promoted to the role of HR Manager where she oversaw all HR employment related matters across the organisation. During her time in HR, she studied for the Chartered Institute for Personnel & Development (CIPD) qualification became CIPD accredited within a year. Terri was invited to join the Board of Directors in 2012 is now the Operations Director for the Insurance Division also the Group HR Director. Customer Services Team Leader - Melody I have worked at Hamilton Fraser for seven years I have experienced first-h the career progression opportunities which have helped me develop both as an individual within the company itself. Melody joined Hamilton Fraser in 2007 as an Administration Assistant within the property department. Her potential was quickly recognised she was moved to the newly formed my deposits customer service department to take up the role of Customer Service Advisor. In 2012, Melody was appointed as Senior Customer Service Advisor which soon developed into a team leader role. Melody is now responsible for managing 20 members of staff, which includes performance reviews, KPI monitoring monthly reporting. During her time at Hamilton Fraser, Melody has gained many qualifications including Math English GCSE s, NVQs in Customer Service has also attended Management Leadership training. Reward Recognition 8 9

6 Business Development Executive - Chris Business Development Manager - Kate If ever there was something that I have learnt from Hamilton Fraser, it s that if you work hard towards your personal professional goals, you will achieve your targets get where you want to be. Chris has been working at Hamilton Fraser for over 11 years where he started as a Property Administrator. It was quickly recognised that Chris strengths were more sales customer focused he was soon integrated into the sales team. Throughout this period, Chris has achieved NVQ qualifications as well as passing all of his Cert CII exams meaning he is an established insurance broker qualified to a high level within the industry. In 2014, Chris was promoted from the sales team to be the Property Business Development Executive where he is responsible for securing new business the growth of existing client accounts within the company. Hamilton Fraser provides a supportive environment for anyone who wants to work hard progress their career. There are opportunities to learn train both internally externally dedication comitment is always recognised. My journey with HFIS proves that it is possible to excel achieve. Kate has been with my deposits since it s launch in April She joined as a call hler took the very first call the new Scheme received. Kate quickly progressed through the ranks to help set up the dispute resolution process as a case hler. Recognising a need for management information, she began producing reports for senior management. In April 2009, Kate was appointed Business Performance Manager went on to build a team of four people, including two business analysts following training, became a business analyst herself. She was responsible for providing management reporting, data analysis ensured the Scheme met it s KPI s. Kate also supported the development team with analysis requirement gathering from a range of internal external stakeholders. Kate has been a key member of the procurement team which won a TDP Scheme for Scotl, Northern Irel hopefully, Jersey. In July 2014, Kate was promoted to Business Development Manager currently runs the business development team, being responsible for new business retention of members. 10