How it all began:

Chrissy Marcelino’s journey with the company began in 2018 when a former colleague, Martin, reached out about an opportunity. At the time, she was experienced in training, having worked with new starters, reviewing calls, and ensuring teams stayed on track. The role Martin introduced her to was Customer Service auditing, which aligned well with her existing skill set. After an interview with Customer Service Manager Sophie, she officially joined the company in August 2018.

Evolving Roles and Key Milestones:

Chrissy’s role has changed significantly since she first started. Initially working as an auditor, she was responsible for ensuring Stage 1 and 2 claims were handled correctly, reviewing closure rules, and improving internal processes. However, it wasn’t until the COVID-19 pandemic that her career took a new direction.

During the lockdown, Chrissy was asked to take charge of Trustpilot and improve the company’s online presence and reputation. At the time, no one was actively managing reviews, leading to poor public perception. This new responsibility ignited her passion for PR and social media. Simultaneously, she helped restructure the underwriting referral process by collaborating with Policy Expert, bringing much-needed stability and efficiency to the system. With this becoming a very important part of the business, she soon learnt that we need extra support. Liz joined Chrissy’s team in 2021 and continued the new underwriting referral process.

As Chrissy continued to prove her expertise, her role expanded further. She began managing the company’s LinkedIn and Glassdoor pages, naturally stepping into the space. With a personal background in social media from running her own dance school, she quickly realised this was an area where she thrived. Her dedication and talent led to her enrolment in a two-year PR and Communications apprenticeship, where she earned a well-deserved Distinction.

Today, Chrissy leads her own team, growing the company’s social media presence with internal support from Ellie, who joined the team from a previous role within the company, and external expertise from Faye, who was hired permanently in November 2024. She also continues to manage the Underwriting referral process, with the support of Liz and closely working with the insurer.

Overcoming Challenges Along the Way:

Like many, Chrissy has faced personal and professional challenges. Struggling with mental health and depression at various points in her life, she acknowledges that those experiences have shaped her resilience and strength. One of her greatest challenges was navigating the different roles and responsibilities she was entrusted with. However, she approached each new opportunity with determination, ensuring she delivered the best possible results.

Support from Sophie played a crucial role in her journey. From guiding her professionally to offering unwavering support during difficult times, especially when Chrissy lost her father, Sophie’s mentorship was instrumental in helping her grow and succeed.

The Best Part of the Job:

For Chrissy, the people make all the difference. She appreciates the social and collaborative nature of the company and takes pride in shaping its online presence. Leading her own team has been a fulfilling experience, allowing her to drive change and make a lasting impact.

Advice for Aspiring Professionals:

For those looking to follow a similar path, Chrissy has a few words of wisdom:

- Don’t be afraid to voice your ideas or suggestions – your input can make a real difference

- Take the time to connect with different teams and learn from them

- Be proactive in seeking out opportunities for growth – if you see a chance to advance, go for it!

Chrissy’s journey is a testament to the power of adaptability, perseverance, and the willingness to embrace new challenges. From auditing to social media management, she has built a successful career by continuously evolving and seizing every opportunity that comes her way.