Welcome back to Inside IFP – the series where I sit down with members of our team over a coffee and chat about their career journey. This week, I caught up with Elaine, our much-loved Front Office Executive!
Having been with the business since the very beginning, Elaine has watched IFP grow from just a handful of people into the company it is today. She shared how her role has evolved over the years, why building relationships with clients means so much to her, and why, after all this time, she still loves coming to work.
Elaine, you’ve been with IFP since the very beginning, and your role has changed over the years. Can you tell us a little about that journey?
I think my journey with IFP has been one that has helped me come out of my shell. I’m not a girl that’s got a lot of confidence, but the journey I have come on to this role has helped me grow. I really enjoy meeting clients – some of them I’ve known for 30 years and had only ever spoken to them on the phone, so it’s brilliant to actually meet and greet them. Everything I’ve learned at IFP, along with working with these great people has played a huge part in that.
Did you start in a Client Services role?
It was more of an administrative role because when I first started there was only a handful of us, so there wasn’t enough Advisers for specific Client Services Administrators. But I did later move into a CS role!
When did you move to the front of house role?
4 or 5 years ago I think but I might be wrong – time just flies!
Is it something you put yourself forward for?
Yes, I was encouraged by Sarah, but I thought this role would definitely be something that suits me.
Sarah actually mentioned you in her interview last week! She said you’re a great example that progression isn’t always about climbing the ladder to the very top – sometimes it’s about finding the role you’re happiest in, which I think you’ve certainly done. What made you realise you wanted a client facing role?
I think it’s always been in me. I’ve built up relationships with clients who I’ve known for 30 years, and some of them I class as friends. One of our clients recently passed away, and I emailed his daughter to tell her how many fond memories I have of him. He used to call just for a chat, and he always called me ‘pet’ on the phone – a typical northern lad! Those are the relationships that make this job so special. So, yeah, I think it’s always been in me.
You’ve probably welcomed hundreds of clients through the door. What do you hope people feel when they arrive at IFP?
That they’re looked after and that we’re professional. First impressions last, so I think if you can balance professionalism and caring, it goes a long way. I just treat our clients how I would like to be treated, and hope to make them feel at home. Finance can be quite daunting for some people. In fact, I once had a lady who had been diagnosed with a terminal illness, and she was really worried about coming to the office and I managed to put her at ease. And that’s what it’s all about, making a difference.
Have you done any exams?
Yes I’ve done two. I’m CII certified, I did one before I started at IFP and the other once I’d joined.
How did you find the support from IFP?
Fantastic. Anjie helped me at the time, and her input was invaluable. Sometimes the textbooks made no sense to me with all of the terminology, but Anj would interpret it in layman’s terms. I’ve done a few exams where I failed marginally, but having Anjie’s input – doing practise exams and going to her house in the mornings – she got me through it.
You’ve seen IFP grow from the very beginning. What’s changed the most?
The biggest change has been our growth. When I first joined there were only a handful of us, whereas now we’re a much bigger team. IFP has worked hard to introduce clear, structured processes to ensure our clients have an exceptional experience across their financial journey.
Technology has also changed a great deal since I started too, and we have embraced it to improve the experience for both clients and our team.
You will’ve also seen a lot of people join the business over the years. What do you think makes someone successful here.
Hard work, commitment and dedication.
What’s your fondest memory whilst you’ve been here?
I have a big fear of flying, and Kev said how do you feel if we pay for you to go on this training course designed to help conquer fears of flying. So IFP sent me to Manchester for the day! The morning was focussed on putting you at ease, speaking to the crew members and pilots, then the afternoon was getting on the plane. I loved the take off, but not so much the landing. I haven’t been on a plane since, but it was a great experience and I’m glad I went!
At least you can say you’ve done it! If someone told you on your first day that you would still be here all these years later, what would you say?
This is a tough one to answer!! I’m not too sure. In one way, I think I would believe them as I’m quite a committed and loyal person and have the patience to stick with something and give it a go. However, I would probably be surprised at the number of years!
Is there any advice you’d give to someone who was thinking of joining us?
Do it. There are so many opportunities to progress, and all of the exams you can do with support and funding. I think it’s a great opportunity, and we have so many perks. I’d have no doubt in recommending a job at IFP to someone.
You mentioned all of the perks. What are your favourite benefits?
I like having the wellbeing team here, and the private medical insurance. I also love team building day, I never had anything like that before.
What’s your favourite team building day so far?
My favourite team building day was when we went to the beach at Filey, built sandcastles with an IFP theme, had fish & chips and then played rounders!
What makes you excited to come to work after all these years?
The people I work with, and the clients – just everything about my job role! We’re a great bunch. I’ve had many jobs, but it’s just not the same. We are just like a family. A home from home to put it in a nutshell.
That’s so lovely! Thanks Elaine. But I can’t let you go before my quick-fire questions!
Describe IFP in 3 words or less – Professional, caring and focussed
Tea or coffee? Tea.
Office or remote? Obviously, I need to be in the office in my role, but I would choose to be anyway. Working from home doesn’t suit me.
Early start or late finish? I work 9-5 so I’m here for all of our client meetings, but again, they’re probably the hours I would choose anyway!
Smart or casual? Smart.
After chatting to Elaine, it’s easy to see why she’s become such a familiar and friendly face to both our team and our clients over the years. Her story is a great reminder that success at IFP isn’t just about job titles – it’s about finding a role where your strengths shine and where you can make a genuine difference to the people around you.
If you’d like to become part of our team, head over to our Careers page to see our latest opportunities. We’ll be back soon with another coffee and chat inside IFP.
