My Minster Journey – Grace Newsome

At Minster Law, every journey matters. In the “My Minster Journey” series, we’ll be spotlighting colleagues from across the business to share their stories, exploring the paths they’ve taken, the challenges they’ve overcome, and why they’ve chosen Minster Law as the place to build their careers.

This time, we’re speaking to Grace Newsome, Onboarding Team Leader. She started as a temporary role through an agency and now she has become a remarkable example of progression at a young age. Read her story to know more how she is leading a team and helping to shape the customer experience at Minster.

Why I chose Minster Law

“I came to Minster through an agency as a temp back in February 2023. Before I applied, I did a bit of research on the business and what really intrigued me was Minster’s values: Stand Together, Be Courageous and Find A Way.

“When you really read into those values, everybody that works at Minster contributes towards them. I wanted to be part of it. That’s what attracted me in the first place, and it’s what’s kept me here ever since.”

My experience

“After my temporary role became permanent, I moved into Onboarding and became an advisor. I was the first point of contact for customers who had been involved in road traffic accidents – people who were often going through a really difficult time. It was important to me to build a genuine rapport with every person I spoke to, rather than just getting the job done.

“There’s one call I distinctly remember. A customer was very distressed after suffering injuries from an accident, and was struggling to deal with everything. After explaining the process, we were able to have a real conversation. It stood out to me that even if it’s not a catastrophic injury, that one conversation could change someone’s whole day and make it ten times better. It’s all about how you approach it.”

My role and responsibilities

“After six months as an advisor, I started a personal development plan to become a Development Coach. I completed the training, got to interact closely with the advisors, and carried that out for a further six months before being promoted to Onboarding Team Leader in March 2026.

“Day to day, I manage my team of advisors, making sure tasks are allocated, service level agreements are met, and that we’re providing exceptional customer service. I hold one-to-ones, drive KPIs, and focus on colleague engagement. Beyond the operational side, I’m involved in discussions about how we can help Minster to be better as a whole, whether that’s customer-facing or something internal to boost morale.

“I’m only 21 and I’ve been here for three years, so I’d say I’m most proud of my development. I’m also proud of the team that’s supported me along the way, from my team leaders when I was an advisor, through to learning and development, and now in my current role. Getting to this stage and being a bigger part of the business is something I’m really grateful for.”

The Minster way

“What sets Minster apart is the people. I’ve never worked at a place that does what Minster does for its customers. We go above and beyond. And it’s the same internally. Everybody is a team player. I’ve never met one person here that isn’t willing to support the team.

“It doesn’t feel like work. There’s never been a morning where I’ve woken up and thought, ‘I don’t want to go to work today.’ Every single day there’s something I can contribute towards, whether it’s from a customer perspective or an operational point of view. I love it.”

My advice

“I would highly recommend applying to work for Minster. It’s inclusive, it’s a great place to work, and if you’re wanting to get on the career ladder, it’s a great place to start. I’d tell anyone considering it to just go for it!”