There is a clear sense of purpose here and pride is taken in everything that we do. With a balance in recognition of success and achievements – personally I feel valued as an employee. My team are responsible for uncovering the root cause of any issues rather than merely treating the problems that occur, creating an improved customer experience.

What did you do before joining CTB?

I worked in the Wealth Management Finance industry for 25 years – started as a Contact Centre Agent and worked my way up to management within the operational areas, which led me onto Risk and QA management, CASS SME and finally Complaints Manager for Abrdn where I was managing teams across Edinburgh and Basingstoke.

What attracted you to working for CTB?

CTB was a new and upcoming Bank, and a company where I felt I could be effective.

What roles have you had since joining CTB?

As well as managing the Complaints team, in February 2023 I took on the additional responsibility of managing the QA team as a result of a promotion.

What attracted you to the role that you are in today?

Both teams are risk-averse, and this is an area where I feel my skills are best suited. It enables my teams to identify underlying issues. Instead of merely treating the problems that occur, it allows us to uncover the root cause of any trends, allowing more effective preventions and solutions to be recommended to the business.

What (and why) do you enjoy most about the role that you do?

I enjoy the team spirit and how we come together to be successful in everything we do, no matter what obstacles are put in our way. I like the fact that we are dealing with all business areas, which enables us to give valuable feedback to improve work processes and services, and in turn, creating an improved customer experience.

What have you found challenging about your current role?

We are a small team, and workloads have been a challenge at times, but I always revert to SMART goals to help us stay on track. It is important to manage busy periods effectively to minimise negative consequences.

What training and development opportunities have you / are you receiving?

First line manager training.

What are your future career aspirations?

My main aspiration is to ensure that I continue to develop my team to achieve their personal goals and to have influence in ensuring the success of CTB.

How would you describe the culture here at CTB?

There is a clear sense of purpose here at CTB and the pride that is taken in everything that we do. There is a good balance in recognition of success and achievements and personally I feel valued as an employee.

What makes CTB a unique place to work?

It has a family feel in the sense of belonging and loyalty. CTB allows employees to produce innovative ideas and the feeling of having a voice and that our opinions matter, which in turns gives me an incentive to stay with the business.