What did you do before joining CTB?
Worked as a Call Handler for a pension company, dealing with inbound and outbound calls.
What attracted you to working for CTB?
I wanted a change and to work for a company where there was opportunity for progression. As this was a smaller company, with good values, I felt that it was a good fit for what I wanted.
What roles have you had since joining CTB?
Call Centre Associate in Savings, Complaints Handler and now Contact Centre Team Leader in the Central Contact Centre.
What attracted you to the role that you are in today?
It allows me to use the skills learnt from both the previous roles I have had at the Bank but also learn new skills and step into people management, which is always something that I have been keen to do.
What (and why) do you enjoy most about the role that you do?
The people side of the role, helping Agents to resolve difficult cases and helping them to think about their own progression and what this looks like for them.
What have you found challenging about your current role?
Dealing with in-person difficult conversations, I am used to having difficult conversations, but when it is in person these are very different to what I have had to deal with previously. Luckily, my manager is coaching me and if these conversations are required, they will sit with me to help me through this and provide feedback if necessary.
What training and development opportunities have you / are you receiving?
I am currently completing first line manager training with Castle Trust Bank. This is beneficial as I haven’t been in people management before, and it allows me to meet other managers within the business and learn from them too.
What are your future career aspirations?
I would like to keep learning and become fully competent within my role and then continue to develop and strengthen my knowledge about the business.
How would you describe the culture here at CTB?
I would describe the culture as friendly and positive. Everyone is happy to help and recognises the hard work of the people around them.
What makes CTB a unique place to work?
The constant updates and Townhalls which provide an understanding of the plans for the Bank and outlining what is currently happening and what is proposed to happen in the future. You also get to meet everyone in the business and there is lots of opportunities for this at events like the Summer BBQs.