Meet Christian Lindley from Jigsaw Law
Here at Jigsaw Law we like to think that we’re a little different to other personal injury law firms. We pride ourselves on putting our clients first and have a real passion for customer service. We managed to pin down our managing director Christian Lindley to find out more about his views of the world and why people come first here at Jigsaw Law.
Hi Christian, you set-up Jigsaw Law in 2010 what was your vision for the business? Having worked in the legal industry for 12 years I became aware that the client was being treated more and more like a commodity and firms were losing sight of what it is we actually do and that was to give people access to justice. I also wanted JL to give consideration to the wellbeing of the client. Its all very well saying hello Mr Client we are here to get your compensation when the reason we are acting for them to achieve that compensation is because they have been injured as a result of an accident that was not their fault. The vision was to provide a holistic approach. One of the initiatives we immediately implemented was the offer of rehabilitation support by way of telephone triage by a qualified physiotherapist. There was no charge for this service it was just a way of Jigsaw Law saying “We know you’re injured why not speak to someone who can help you get better."
Before Jigsaw Law my background had been primarily within the insurance and legal sector. Before setting up JL I was insurance business development Director at Hill Dickinson solicitors and previous to that role I worked at a company called MLA for 10 years where I was MD for 3 years.
What does an average day look like for you? There is no such thing as an average day. In the period that Jigsaw Law has been trading it has grown from 3 staff to over 50. We have achieved ABS status (Alternative Business Structure) We have moved offices due to our growth and we have dealt with some of the toughest challenges to our business model by the changes brought about by the introduction of LASPO (Legal Aid Sentencing and Punishment of Offenders Act 2012) which at one point threatened to wipe out 80% of the personal injury solicitors in the market place.
There is a phrase that is often used which is “It is better to be proactive than reactive” I believe within the legal sector “It is better to be proactive AND reactive”
However, whatever the day holds I always begin it with a cup of coffee and review the activity of the business on the previous day and ensure we are delivering service within our KPI’s.
Before we ask about clients, can we ask how do you look after people that work for Jigsaw Law? I am a great believer in the team ethic. Whilst everybody has their role to play we need to make sure we pull together. I am very focussed on the development and progression of staff internally as I believe it communicates a strong message about the business. We have invested in an in house learning and development programme that is run by our L&D coordinator and we are also committed to offering apprenticeships, we currently have 5 apprentices employed by JL.
We also try and encourage a relaxed working environment so that people will look forward to coming to the workplace and enjoy their time within the workplace. Also, good old fashioned nights out and events always brings the team together and at the end of the year we have our very own staff awards called “The Jiggys”.
The business has grown very rapidly over the last 4 years, with over 50 people now working in the firm, how do you maintain the company culture as you’re expanding? We have to be consistent and disciplined with our message. The moment we lose sight of what it is we wanted to achieve we will very quickly become just another personal injury firm. I have no shame in saying to all of our staff I want Jigsaw Law to be the best PI law firm in the country. Whether we ever achieve that is another matter but the desire and commitment to achieve this goal will ensure we maintain this culture.
We also ensure that as part of the ongoing L&D programme that staff are made aware of the vision and the obligation they have to the client and themselves to deliver exceptional service.
According to the Law Society "Over three million people are injured in accidents each year - at home, in their cars, at work, or outdoors. In many cases, someone else is at fault and the accident victims have a right to compensation.” Why do you think people should make personal injury claims? I think people should do what they think is right for them. In my opinion if a person injured as a result of somebody’s negligence then why should that person suffer without some sort of recompense from the at fault party? I am not just talking about compensation, I am talking about treatment costs for the physical/psychological effects or the loss of earnings that this person will endure which they wouldn’t have if they had not been a victim of somebody else’s negligence. Unfortunately, PI lawyers get a bad press but this does not reflect the true nature of our industry and Jigsaw Law. Jigsaw Law have 1000’s of clients that have received millions of pounds of compensation that has been awarded by the insurers and all of them have been entitled to claim.
What has been your most memorable event in your time at Jigsaw Law? Being awarded Law firm of the year 2014, industry recognition for everything that we have done in the business.
Everyone needs time to switch off, what do you do outside of work to relax? Out of the frying pan into the fire! I have a beautiful wife and 2 gorgeous girls who are 4 and 2 so relaxation is something of the past! If I were to relax I would quite simply go on holiday and play golf!
Can you explain the claims process in everyday terms that’s easy for someone to understand who has never claimed for an accident before? Yes, call Jigsaw Law and they will take care of everything for you. We treat our customers like people, not like Lawyers.
Thanks for your time Christian, with the foundations in place, 2015 is going to be another great year helping people who have been involved in an accident.