Diary of an Insurer: Belfor UK’s Bob Smith

Monday

I’m working from home today, focusing on leak detection planning. 

First order of business: feeding our little dog, Ruby. Then it’s a fresh cup of coffee, a new start to the week, and a stack of notebooks filled with ambitious ideas.

My regular daily tasks involve supporting the regional restoration and reinstatement teams – answering technical leak detection queries, helping new and existing technicians with their day-to-day challenges, and getting to grips with Belfor UK’s systems.

Today, my main priority is outlining the roles and responsibilities for a new position within our department, which will support the team’s training and development efforts across the UK.

Tuesday

Today I’m at our Wellingborough depot, home to our leak detection training centre. 

It’s close to home, and a great, newly refurbished office to work from. Ruby, of course, is less impressed as I walk out the front door.

Being in Wellingborough gives me the chance to collaborate with our customer experience coordinators, who are an endless source of insight. 

After a few obligatory custard creams and cups of coffee, I joined a two-hour Microsoft Teams meeting with our Sheq director, Steve Emery. 

Together, we worked through the leak detection training Matrix, and it was a productive session. We agreed on a few adjustments to better support our technicians grow our teams as we raise the bar in leak detection operations.

On top of that, I wrapped up writing the roles and responsibilities for the new leak detection training position. 

Submitted to HR, approved, and ready for our recruitment officer to use – it felt great to tick that off my list!

Wednesday

It’s a cold start to the day, and I’m working from home, enjoying the heating a little longer than usual much to Ruby’s delight. 

She’s happily curled up next to me, occasionally rewarded with a treat for good behaviour, as I take a stream of calls from technicians in the field seeking support. A busy day, indeed!

I really enjoy these moments of collaboration with the team. Listening to them, building trust, and agreeing on the right course of action together is incredibly rewarding. 

Amid the calls, I’m also preparing for tomorrow’s meeting with our customer compliance manager. 

We’ll be reviewing our leak detection policy and procedures, focusing on developing training material for both office and field staff. 

There’s plenty of work ahead, but the hope is that our efforts will lead to meaningful improvements in our leak detection operations.

After such a full day, it’s time to pause and reflect on the past few days, taking stock of progress, lessons learned, and plans for what’s next.

Thursday

An early 6am start this morning to drive up to our headquarters in Tamworth for a meeting with our customer compliance manager before continuing on to Warrington, where I’ll be working with a leak detection technician tomorrow.

The meeting went really well. We discussed the leak detection policy, procedures, and standard operating procedures, and formulated clear actions to move them forward. 

I spent the rest of the morning and early afternoon reviewing these documents and putting together my own action plan to deliver everything within the required timescales.

After a discussion with our fleet co-ordinator about leak detection van distribution, it was time for the next leg of my journey: an 82-mile drive up the M6 to Warrington, in the driving rain. Just the kind of weather you hope for… not!

On a brighter note, we had some recruitment success today. We’ve hired a fantastic individual to join us as our new leak detection trainer. Brilliant!

Friday

Today was all about people. The day started with an early morning huddle over coffee and a breakfast wrap with one of our leak detection technicians, before setting off together to tackle a complex, ongoing issue.

We identified the cause of the leak at the property, and to ensure customer satisfaction and claim resolution, we also confirmed what was not leaking. That way, the next steps in restoration can bring normality back to the customer’s home.

Spending quality time in the field was invaluable. Microsoft Teams and phone calls are useful, but nothing beats face-to-face collaboration for building strong relationships and trust with your team.

Job done, we both set off on our long journeys home – 180 miles in the driving rain again, of course!

Despite the wet and weary commute, the day ended on a high note. Time spent in the field, working alongside colleagues and seeing happy customers, made the busy day rewarding and the long drive worthwhile. 

And of course, walking through the door to be greeted by Ruby, tail wagging and proudly presenting her favourite toy, with plenty of cuddles, was the perfect way to cap off the week.