Putting people first

Although Rachel and Maddy lead different teams, they share a common belief that great leadership is centred around people.

Rachel’s role focuses on ensuring the non-fault claims team has the right knowledge, support and processes in place to deliver outstanding service from the moment a claim is received through to arranging repairs and replacement vehicles.

For Maddy, leadership is about creating an environment where her team can thrive.

“At the heart of it, my role is very people-focused,” she explains. “I’m there to support, guide and look after the team so they feel confident, motivated and able to do their best, ultimately so we can provide the best possible customer journey.”

 

Learning to lead

Both leaders remember the moments that helped shape their approach.

Rachel recalls stepping in to support an account that required significant attention, which challenged her to think beyond individual claims and focus on the wider customer relationship and long-term success.

For Maddy, one of her defining experiences came during the COVID-19 pandemic, when unprecedented pressures across the repair industry led to the creation of a new centralised repair placement team.

“It was something we hadn’t tried before,” she says. “Navigating that challenge and helping build a new way of working was incredibly rewarding.”

 

The biggest leadership lesson

Moving into leadership meant both Rachel and Maddy had to make an important adjustment: learning to trust others.

For Rachel, that meant accepting she didn’t need to do everything herself and recognising the value of delegation and teamwork.

Maddy agrees that letting go was one of the biggest challenges.

“I’ve gone from being the person who makes things happen to trusting my team to deliver. Coaching has become a much bigger part of how I lead.”

 

Every person is different

One of the strongest themes throughout both conversations was that there is no single leadership style.

Rachel adapts her approach depending on the individual and the situation, whether that’s coaching, delegating or encouraging collaborative decision-making.

Maddy naturally leans towards a coaching style, focusing on developing long-term capability rather than simply achieving short-term results.

“I really enjoy watching people grow in confidence and capability and seeing them achieve their full potential.”

 

Celebrating success

For both Team Leaders, the greatest reward comes from seeing others succeed.

Rachel proudly recalls mentoring a colleague who later progressed into a Team Leader position.

“Seeing someone achieve their goal because you’ve helped them develop is incredibly rewarding.”

Maddy has also seen significant progression within her teams, with ten colleagues moving into new internal roles over the past year through S&G Response’s Future Pathway programme.

Supporting apprentices is something she particularly enjoys, having followed a similar journey herself.

 

A culture built on development

When asked what they enjoy most about working at S&G Response, both highlighted the company’s culture.

Rachel values the supportive environment where colleagues encourage each other to grow and succeed.

Maddy agrees, pointing to the opportunities to continuously develop new skills while working alongside supportive and inspiring colleagues.

It’s this commitment to learning, progression and collaboration that helps create an environment where people can build long-term careers.

 

Advice for future leaders

Their advice for anyone considering leadership reflects the qualities they value most.

Rachel believes patience, resilience and a genuine desire to coach others are essential.

“Leadership isn’t just about managing work. It’s about helping people improve and being committed to their development.”

Maddy encourages aspiring leaders to recognise that leadership is about influence rather than authority.

“It’s about adapting to different people and understanding what motivates them. It’s not always about the numbers—it’s about bringing the best out in your team.”

 

Investing in people

Rachel and Maddy’s experiences demonstrate that leadership at S&G Response is about far more than delivering KPIs. It’s about creating opportunities, building confidence, supporting career progression and developing teams that consistently deliver outstanding service for customers.

By investing in its people, S&G Response continues to build a culture where colleagues are empowered to grow, succeed and make a lasting difference every day.