29 April 2020
5 min read
Hey Sally, what is your role at Iress?
I am one of the service managers responsible for the frontline team supporting our clients. The team triage and resolve incidents that can vary in content from ‘how to’ questions to ironing out any issues with the service. I also take an active role in our online community responding to questions raised by users too, which is fairly new and something I'm really enjoying.
In such a service-driven role, how have you and your team adapted?
We were prepared, not for a pandemic of this scale specifically, but for a situation that would require alternative arrangements - it was a fully tested plan. That said, it was pretty incredible how quickly we got a team of over 50 people all transitioned to a working from home environment. Our calls and emails were answered in the same way, response times and normal office were maintained.
Our teams are staying connected, giving each other support, sharing feedback and collaborating so challenges and problems can be overcome. Our ethos as a team hasn't changed - just the way we do it. Our approach will always be business as usual, no matter the challenges.
We were prepared, not for a pandemic of this scale specifically, but for a situation that would require alternative arrangements - it was a fully tested plan.
What is life at Iress like? How is it different before and after the lockdown measures?
Iress is a place of ideas - everyone has a voice. The opportunity to work and collaborate globally means there are more opportunities to learn from our colleagues. Our tools and technology enable us to continue to work collaboratively, share ideas and still have fun in a remote world.
We also take work-life balance very seriously. We have a community team who organise social events and treats when we are able to be at the office. At the moment we are trying to keep this going with stuff like online quizzes and virtual bake offs.
What is the best thing about working at Iress?
Having the opportunity to make a difference - not just professionally but personally too. Professionally, I'm encouraged to grow, my opinions are heard, and I'm encouraged to do my best. Personally I get to support local charities through our Iress Foundation.
The Foundation was established in March 2017 with the vision of elevating the fundraising efforts of our people. I work with local charities which includes running fundraising events and drives and rallying up teams to take part in events as well as supporting individual events that our people complete.
How do you think you have grown here/been given opportunities?
Opportunities are there for the taking and the encouragement to get involved and develop your skills are endless. I have worked for the business for 15 years and I still enjoy every day. Each day is different and I'm always learning. I have been given the opportunity to lead, manage global projects, work with colleagues in other countries to solve issues and share best practice. And I've travelled to Australia to support the rollout of a new service management tool.
What advice would you give your younger self, starting out in your career?
Be willing and prepared to learn and don't accept the status quo - challenge it! Listen and be the best you can every day so when you walk out the door at the end of the day you feel energised, motivated and ready for the next day.
I have become more hands-on learning more about the team and their values, interests, strengths and motivations.
What do you think will change you or your role after COVID-19?
I have become more hands-on learning more about the team and their values, interests, strengths and motivations. I want to continue to do this and maybe embrace the home working by experimenting with different ways to do this after the crisis is over.
Do you have a working from home tip?
For me personally it’s really vital to block out time in my diary to take a walk or exercise. When it comes to managing a team, it is to keep in touch daily - even if it is just a catch up about non-work related things. Keep aware of changes in behaviour or approach and keep talking.
For free resources and support to help guide you through the coronavirus crisis, including tips and advice from our team on how to work effectively and securely from home, visit our dedicated hub.