Key Attributes

Theresa says "At the time of my move into operational management, businesses were starting to become more intelligent around what customer service was and how important it was to their clients. That started me on a journey to understanding customer values and delivering an appropriate level of service to the right customers. I've always been very service and customer delivery driven and my roles have always focused primarily on change management.

Of change management, she says: "If you look at a lot of companies that have gone through major change, usually where they fail is they don't take their people with them. So we bring in the coaching element to make people feel comfortable and help them through that change process, because often what you find in business is that people just 'go do' what needs to be done. But actually how much time do we take out to make sure that our employees are actually comfortable, know what the change is about and know their role in it? Often it proves to be the one thing that we're not really good at, because we’re too busy off doing the doing.

"We come from a coaching culture, and we understand that change doesn't just happen. Our motivation is simply to get individuals through the change, so they come out the other end as happy and motivated employees."

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