My Story – Jeni Furlong

Jeni Furlong – Group Head of Operations.

With over two decades of experience across insurance, legal services, and operational leadership, Jeni is a powerhouse of people-focused management. In this blog, Jeni shares the journey that’s brought her to the heart of Your Legal Costs, what motivates her every day, and why Tetley the dog is her most loyal (if slightly lazy) sidekick.

What first inspired you to pursue a career in people leadership?

It started with my grandma. She was such a big influence on me. She was awarded an MBE for her work with children with disabilities and helped set up a school for children with special needs when there wasn’t one in the area. I always wanted to be like her – I even thought about becoming an Occupational Therapist at one point.

Then there’s my mum – another huge inspiration. At one point she worked three jobs while raising me and my brother then she attended college for her nursery nurse qualification where she worked with children with disabilities. I think seeing that drive and care in both of them shaped the way I approach leadership now. I’ve always wanted people to feel supported and not have that dread feeing in the pit of their stomach when coming into work. It’s still about helping people – just in a different way.

Tell us a bit about your career path – how did you get into operations?

My very first job was in a sunbed shop – and funnily enough, I still call my visits there my 12-minute holidays! I started my professional career in 2007 at Norwich Union as a sales adviser, moved up to team leader, and eventually helped set up their Manchester office.

From there, I joined Silverbeck Rymer as a First Response call handler, and it wasn’t long before I was promoted to team leader in the call centre. One of my biggest early challenges came when I was asked to help set up and run the 24-hour RTA team – which meant switching from 8am–8pm shifts to working through the night from 8pm–8am. It pushed me out of my comfort zone, but it was a turning point.

After setting up those teams, I was promoted to MOJ Stage 1 department manager, and from there I took on a series of senior operational roles that allowed me to broaden my leadership experience across departments. That journey eventually led me to a Group Head of Operations role – one that really brought everything together and set me on the path to where I am now.

How did you come to work at Your Legal Costs – and what keeps you here?

I transitioned into Your Legal Costs from another company in the group, so it wasn’t a brand-new start – but it did feel like a fresh chapter. From the moment I stepped in, I could see the culture was different. The focus on client care, the pace, the people – it was completely different to previous businesses I had ran.

What’s kept me here is the challenges which has enabled me  to grow, make an impact, and stay true to my values. There’s a real balance between pushing for performance and making sure people feel supported. That’s rare – and it’s why this role still excites me.

What do you enjoy most about your role?

The variety, hands down. The legal costs world moves quickly, and no two days are the same. I love finding solutions, making things more efficient, and making sure the team has what they need to succeed. There’s always something to learn, and I thrive in that environment

But most of all, I love creating a place where people want to come to work. That might sound simple, but it’s so important. Whether it’s through small gestures or more structured things like incentives and recognition – I want people to feel seen. I   always ensure that I thank the teams at the end of the week as it takes two seconds, but it means a lot. We spend a huge part of our lives at work – it shouldn’t be something people dread.

What does a typical day look like for you as Group Head of Operations?

My role is to make sure the wheels keep turning – smoothly, efficiently, and with purpose. A typical day could involve anything from reviewing business processes and performance data, to developing strategies that boost productivity and client service. I’m reviewing billing levels, month end forecasts, projections, team resourcing – the big-picture stuff – but I’m also very present in the day-to-day.

I start most mornings by checking in with my management team – where are the bottlenecks, what’s working, what needs attention? From there, every day varies for example I could be looking at metrics, streamlining processes, and helping shape the policies that underpin how we operate. But it’s not all spreadsheets and strategy – I make time to talk to people, and make sure the atmosphere is right.

My job is about balancing people and performance. If something’s affecting morale, I want to know. If a process is slowing us down, we fix it. At the heart of it all is the client – everything I do is to make sure we’re delivering exceptional service. I want the team to feel empowered to do their best work, and that starts with strong, transparent leadership.

What’s been the biggest lesson in your career so far?

That being kind and direct aren’t mutually exclusive. You can lead with empathy and still be clear about expectations. I’ve learned that people thrive when they feel trusted and respected – and that starts with how you show up every day as a manager. I’ve learnt that you cant expect the same commitment from everyone as not everyone has the same drive or values.

Tell us something people might not expect about you.

I love steam rallies! Don’t laugh! I know it surprises people, but they’re a huge part of our family time. We’ll get in the campervans, park up, enjoy the day with the kids and all the stalls then at night we will either hit the beer tent, and watch the steam engine parades or sit by them to get a warm as there all light up at night or light our own fire outside the vans and all sit round having a good catch up – it’s the perfect escape. The one in Dorset is my favourite.

What’s your dream job if you weren’t doing this?

This is the part where I’m supposed to say I’d have my own business or something inspiring – but if I’m being honest, my dream job would be a millionairess! Living somewhere hot, with a big enough villa for all my family and friends to come and stay… but also with enough space for me to sneak away for some peace and quiet. I love them all dearly, but I do enjoy my own company too. Don’t judge – I’m just saying what we’re all thinking!

Let’s talk about Tetley your dog – he sounds like quite the character!

Tetley’s just perfect. He’s a ten-year-old Lhasa Apso, and my Mum has him when I’m work as I couldn’t leave him on his own. He hates walks, loves lying on the bed, and has a serious thing for Salt & Vinegar Squares and Pickled Onion Monster Munch. Very specific tastes! He greets me every night with a toy and always has something to tell me, I know it sounds weird yet it’s true. He lives the life of luxury and is spoilt rotten.

And outside of work?

I love spending time with my nephews – they’re 14 and 11 and live just five minutes away. I’m the proud Saturday footie auntie! I’m a big family girl and there’s always something going on, especially with my mum… she once washed my car in milk – don’t ask!

I also love catching up with friends. My nights out can range from old-school pubs like The Croc on Harrington Street (yes, I’ll be on the karaoke) to heading to Zenn on Victoria Street for something a bit more glam. As long as there’s good music and good food involved, what more could you want?

Final thoughts?

I’ve worked really hard to get to where I am – it hasn’t always been easy, and I’ve had my fair share of challenges along the way, including with my health. But I’ve also been lucky to have people who believed in me and backed me when it mattered.

The path hasn’t always been straightforward, but I wouldn’t change it. I’m proud to be part of a team that’s led by fantastic management, where people come first – both clients and colleagues. I know I’m exactly where I’m meant to be.