Rising Star interview with Jenny Milburn – Credit Hire Case Handler, Davies

  1. Tell us about your role. What do you do, and what do you find most interesting about it?

I’m a Multi-Track Credit Hire Case Handler within Keoghs Tactical Credit Hire team, a team dedicated to applying strategic litigation against specific opponents.

I’m responsible for reviewing new and existing cases to determine the present position and define the strategy for the case going forward. I liaise with a wide range of people including clients, senior counsel and other experts.

In addition to my case work, I work directly with the Head of Credit hire strategy in seeking non-party cost orders against credit hire companies, on the basis that they are the real party to the litigation. This involves being the sole case handler on these cases, negotiating settlement, making appropriate applications, briefing lead counsel and reporting outcomes.

I find the variety of work I am involved in challenging and interesting. Credit hire is never boring, and every case usually involves something new and interesting to research and investigate. I enjoy the opportunity to work in an industry that is bigger than any one individual.

  1. What made you want to work in this industry? 

Working in the industry started as a happy accident during my first full-time job after university. This industry is challenging, given its ever changing landscape and evolution. It gives me the opportunity to be involved in interesting and important work and support a wide range of clients, from lay people to multi-million pound businesses.

  1. What do you see as the biggest challenge to your industry in the next year?

One of the biggest challenges the industry will face over the next year will be to recover from the effects of the pandemic. Due to court back logs, my experience is that the claim lifecycles are being elongated, with some files taking 12 months for the first directions hearing. This will inevitably cause significant delays in both parties reaching a resolution.

The other challenge I believe the industry will face is the race to improve and create, new, innovative technology, which will drive efficiency and eliminate repetitive tasks. Due to the pandemic, the industry was forced to adapt to agile and remote working, forcing firms to focus on their internal technological offering. I believe this internal innovation will spill over to developing new ways of providing services to clients. The challenge will be for businesses to invest in the future first and not be left behind as the industry continues to evolve.

  1. How would you like to see the industry improved next year / 5 years / by the time you retire? 

There should be greater transparency at the outset of a claim. I’d like to see a shift in focus from legal problem solving to legal risk management – through the use of pre-litigation services.

This is naturally going to be resisted by those who opt to start proceedings to increase their costs entitlement, but I believe that with or without input from the courts and other regulatory bodies, the industry will move towards this transparent approach, with those who resist being forced to fall in line eventually.

  1. If you could give your 16-year-old self a piece of advice, what would it be?

My advice would be to have self-confidence and self-belief in the decisions I make. Everyone is always going to have their opinions and want to have input in what you decide to do with your future, and whilst it is important to take guidance and assistance from others, being self-confident is vital. One of the best pieces of advice I was given was to hear everyone’s opinion on the subject, but at the end of the day, make my own decision.


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