Q&A with Dan Adcock - Head of Customer Centre

Tell us a bit about how you got to where you are now 

I started off on a 3 month assignment through Pertemps and many years later I’m still here! I’ve been very fortunate to work with some fantastic people during my time here, who at times saw potential in me that I didn’t see in myself, and really pushed me to start to realise some of that potential. I started my career in Network Strategy, originally picking up admin activities to support network analysis teams and over the next few years I worked across a number of different processes taking on more responsibility.

I really enjoyed those first few team leader roles and learnt a lot in quite a short space of time. Without boring everyone with all my roles within the company, I’d summarise by saying I’ve taken what felt like big steps and risks at the time, where I didn’t necessarily feel ready - but in retrospect they have all been positive for my development.

What does your day-to-day role involve? 

Working in the Customer Centre is honestly the best job I’ve ever had, leading a diverse team responsible for delivering for our customers every day. I feel privileged to play a part in keeping customers safe and helping to resolve their issues. Whilst we still have a long way to go to deliver the world-class customer service we are striving for, a key part of my role is to provide insights from our customers to help shape the business for the future, helping to simplify our complex internal processes for them. I find the balance of day-to-day operational delivery and influencing future improvements really rewarding.

What do you enjoy most about what you do? 

I take a huge amount of enjoyment and pride in seeing the success and growth of others. This could be driving improvements to teams or individuals so they can achieve their potential. My role is to try and create an environment where the talented employees we have - the people who really understand our customers and processes - feel empowered to make changes to do things better.

What advice would you give to someone who’s unsure what they want to do with their career?

Finding out what you’re good at and recognising what you’re not so good at is important, but as well as that, finding out what you enjoy doing and what you don’t is equally important. We spend a lot of time at work and while it's probably not realistic to think you’ll enjoy every aspect of your role, your future plans should be influenced by potential job satisfaction.

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