Leah Barnes, protection specialist at London & Country (pictured), speaks to Health & Protection about why her start in the protection sector brought an end to her travels around Australia, overcoming setbacks and a loss of confidence, loving the variety of people she talks to every day, taking up knitting and why a Spice Girls hit from the 1990s is her theme tune.
How did you get your start in the sector?
Like most people you speak to, I fell into the industry by accident. I had been travelling around Australia for four years and felt like I was in limbo – I didn’t really know what my next steps in life were going to be.
I had come back to the UK for a visit and had lunch with my friend Amy Potter, catching up on four years of life and I spoke to her about how I was feeling – she mentioned that L&C were hiring and that she thought I would be a great fit for the role.
I knew nothing about protection at the time, but speaking with Amy it felt like just the kind of fulfilling job role I was looking for and I decided to give it a go – I took a big risk missing my flight back to Australia for the interview but thankfully that risk paid off, and the rest is history.
What do you enjoy most about your current role?
I would say that this is a really fulfilling role, knowing that the work you do can make a difference to real families at a difficult time in their lives. Knowing your work means something makes it enjoyable to come to work each day.
I also love that I speak with different people every day. They’ve all got different stories, different things that are important to them in their life and I find it extremely rewarding working with clients to make sure the things they love are suitably protected.
There’s always something to learn and I soak it all in, whether it’s changes in the industry or taking on new learning opportunities through additional qualifications.
Who is your role model – in life or in work?
There are two women that inspire me in my job role, firstly, my manager, Lauren Doyle.
She’s a fantastic example of taking on feedback and actioning it to become the best you can be. She champions every little win and has created a great team environment where we all bounce off each other to encourage us to do better. Her continued support and training throughout the years has helped me become the adviser I am today.
Amy Potter is the second. We’ve been friends for a long time, and she helped me kick-start my career in protection. She has taught me a lot about the importance of empathy and how taking a step back and listening can improve your client relationships by building trust and opening communication. She always sees the positive side of things – everything that happens is a new opportunity for something better.
What advice would you give to people thinking about a career in the sector?
Don’t let lack of experience put you off. My background was hospitality, so I found it very intimidating stepping into an office environment for the first time but having a good work ethic and keen attitude really helps. Soak up every bit of feedback that you can from those that are more experienced, their advice is like gold.
The main thing is to remember your why– you need to turn up every day putting your clients first so that they are supported in their time of need.
Do you see AI as a threat or opportunity for people entering the sector?
I don’t personally see it as a threat – there are certain nuances in customer conversations that I don’t think AI can pick up and because cover can be so personal, I do think most clients prefer the human touch. However, using AI for elements of my job like reducing admin time would be a great opportunity to increase time spent with clients and ensuring that as many people as possible get the right protection in place for their families.
What has been your biggest setback and how did you overcome it?
My biggest setback would definitely be my initial lack of confidence and self-belief. I really struggled with the career change and even wondered if I had made a huge mistake.
Overcoming it came from two things – taking some accountability and having a great support system around me.
I had to look at what I was doing on a day-to-day basis and really level with myself; was I doing the best that I could? Was I taking control of the controlables?
With the support of my manager, we put together a step-by-step plan on how I would increase the number of families I was protecting. Every single week I did self-development sessions where I’d listen to more experienced advisers and apply their methods to my calls. I got weekly feedback from my manager and I made sure that every time I put the phone down, I knew that I had given that client 100%.
All the work put in brought out a new confidence in me and each year since the number of families I’ve protected has increased. It also gave me invaluable tools on how to recognise when I’m not at the top of my game and what I need to do to get back there.
Laugh or cry – what did your most memorable client or case make you want to do and why?
I would say cry – but in a good way.
My most memorable client was one I was speaking to over a period of two years – we went through lots of different milestones together trying to get the right cover for her and her husband. Her husband had a trickier health history, and she was really worried about what would happen to her and her home if he passed away. So much so that they seriously considered if they should go ahead with their purchase at all.
There were multiple setbacks along the way with mortgages and additional health issues popping up, meaning multiple applications were required. I could have cried tears of joy when we finally got terms and cover in place for them. My client put it very well by saying that it felt like we were family at that point.
What’s your ultimate goal for your career?
I am really enjoying where I am at now in my career but longer term, I would love to move into management to give myself a challenge and learn a whole new skill set.
One thing that I love about where I am currently, is feeling at a level where I can offer advice and help to those new to the industry and becoming a team manager would allow me to do this on a wider scale. I enjoy being the person that people approach for advice and support.
How would your boss describe you?
I think she would say I can be slightly dramatic at times, but overall, I am a driven person who wants to succeed and be the best I can be.
What’s your biggest talent away from work?
My biggest talent is learning new skills. I always approach with confidence and a little bit of delusion because I usually think how hard can it be?
I learnt how to put up shelves properly when renovating my flat and taught myself to make sewing patterns so I could sew a felt vegetable garden and bakery for my niece. My next project is to start knitting my own jumpers because how hard can it be?
What mantra do you live by?
‘What’s the worst that can happen?’
I am a strong believer in doing what you want to do, so that you don’t end up looking back at your life realising you have done nothing at all. I think that regret is a worse feeling than the feeling of failure, so try the new hobby, take the trip, or change career if that’s what you want to do because nothing is so terrible that it’s not worth taking a chance on yourself.
What song would you regard as your theme tune?
Say you’ll be there – Spice Girls. I’m a 90s baby and I don’t exaggerate when I say this song is played daily in my house.
