My working day… involves a lot of phone calls. We check in with people throughout the week – an example would be a regular call with the mobile teams. Mobile and digital are some of the biggest things for our customers so we check on what the problems are, how they’re being worked on, and whether we can do anything to provide better updates.
Then there are days where we’re reacting to events. When there’s a problem with online banking – if it goes down, for example – we see straight away: we’ll get a bunch of alerts saying there are more mentions of online banking on social media. We get everyone together and start investigating what’s happening. I send a heads-up to the social media response team – who are replying to customers on Twitter and Facebook – to tell them that we’re aware and working on updates. Then update the technical teams and the business teams in real time. The quickest way to get confirmation that things are fixed is actually by looking at what customers are saying as we’re fixing things, and I’m the bridge between that and the Barclays teams in that situation.
The thing I love most about my job is… the work/life balance I have at Radbroke. It’s a big place with over 3,500 people working here and it feels like a university campus, with a lot of different buildings and lots going on. I really like the fact we have this old house – which is only used for meetings but is nice to look at – and we can sit out in the old rose garden and have our lunch. I tend to bring my own lunch in and sit outside if possible.
I also love the amount of opportunities I’ve had throughout my career to do different things. Alongside my day job I look after our Radbroke website and have helped organise charity and archive events. I’m also a Citizenship Ambassador and spend a couple of hours a week on that – trying to spread the awareness of what’s available to the community. I haven’t done as much this year as previously, with social media taking off and the job being busy, but I’m involved in arranging the Radbroke Family Fun Day, an event open to local people and colleagues and friends that raises money for nominated charities.
My best day at work… was when we opened the Command Centre. I helped to move everyone into this space, I specified the technology, I visited the building site in a hard hat – so actually seeing it officially opened by our local MP, at the time George Osborne, and having all the execs on site – that felt like quite an achievement.
The most difficult part of my job is… talking to big groups of people. I did a presentation last year at Facebook headquarters about what my team do and even though I knew the subject, I found it difficult talking to lots of people. But I keep challenging myself to carry on doing it, whether that’s asking a question at a big town hall meeting or just volunteering to do more of it and over time getting more confidence in being up on stage.