Alison

Someone who gives her all, Alison always puts customers first. She spoke to us about her role as Service Delivery Manager;

Hi, I’m Alison, I work as a Service Delivery Manager, which basically means, we help run other people's businesses for them. My clients give me a list of what they need to achieve and what their business needs are, and I take that away and make it happen.

My day-to-day role is ensuring the clients service in terms of IT is there and is always fully functional. I'm pretty much all or nothing, so for me it's about giving all, all of the time. I enjoy my job from start to finish and the best part of my day is getting into the office and seeing what challenges lay ahead.

"I'm pretty much all or nothing, so for me it's about giving all, all of the time."

Working in the public sector, you never know what you're going to walk into, because changes are constantly being made by Parliament and the Government and we have to try and make those changes suit everyone's needs. The most challenging part of my job is if in the middle of the night, the client has technical issues, that might be something beyond our control, we have to make sure and that service is restored and have what they need for the next working day.

I'm really lucky with my customers, they feel that I do a lot for them, but I don’t think you can ever get it exactly right with customer service because I don’t think you ever stop trying.  All customers have individual needs.

I’ve been here for over 18 years and do feel we get that support we need, not only professionally but personally too. Within Capita you can have a career as little as you want, or as big as you want.  And I think with Capita there's so many different dimensions but overall, it’s a very positive place to work. I think a lot of people wake up, like myself in Capita, with a fight to keep giving our all and keep performing.  For me it's always about taking it another step higher and that's something, a real sense of achievement.

"Knowing you’ve had a successful day and your technology is working, your clients are happy, well, it makes me happy too."

The one challenge I always have is, I would like to have more control over company requests for support and services because we have so many different teams that will feed into our clients. So, for me, I would like to have more control to say, right guys we need to do this because my mantra is I'm always looking to the future.  

The one thing I'd say my management know about me? They say, "You're so all or nothing, you just keep smiling all the time, Alison."

Knowing you’ve had a successful day and your technology is working, your clients are happy, well, it makes me happy too. I always reflect at the end of the day, could we have done more, something better, are there more opportunities out there to make sure the client is getting what they need?