During more than 22 years with MLA, Carly has worked across all areas of the Finance team, developing a thorough understanding of its different functions and how they support the wider business.

We recently sat down with Carly to discuss her role, the importance of maintaining positive customer relationships and what she enjoys most about being part of the MLA team.

How long have you worked at MLA, and how has your role developed?

I have worked at MLA for just over 22 years. During that time, I have worked across all areas of the Finance team, which has given me a strong overall knowledge of how the team operates and how its different functions work together.

This experience has also helped me develop a wider understanding of the business and the role Finance plays in supporting other departments.

What are your main responsibilities?

A significant part of my role involves ensuring payments are received while continuing to work positively with our customers.

It is important to understand any issues they may be experiencing and maintain good relationships while working towards a suitable resolution.

How does the Finance team support the wider business?

I see the Finance team as the final piece of the puzzle. We regularly liaise with customers and suppliers, assist wherever needed and communicate with teams across MLA.

We provide colleagues with updates relating to accounts, payments and customer queries. At the same time, we receive information from other departments that helps us manage our responsibilities effectively.

It really is a team effort across the whole company.

What do you enjoy most about working at MLA?

I enjoy working with the people. The members of the Finance team have all been with MLA for a long time, so we have become like a little family.

I also really enjoy being able to use my experience and knowledge to help others across the business. Whether it is answering a query, helping someone understand a process or simply offering advice, it is rewarding to know that my experience can be useful to other people.

What is the biggest change you have seen during your time at MLA?

The biggest change has definitely been the growth of the company.

When I first started, MLA was primarily focused on road traffic accident work, whereas today we support a much broader range of claims and services.

It has been great to see how much the company has grown and developed during my 22 years here and to have been part of that journey.

As one of MLA’s longest-serving team members, Carly’s knowledge and experience make her an invaluable part of the business. Her role demonstrates the importance of balancing effective account management with a positive and understanding approach to customer relationships.

Keep an eye out for our next ‘Experience at MLA’ feature, where we’ll be speaking to another member of the team about their role, experience and insights from across the business.