I started my career at Standard Life in one of my first full time roles. I didn't have any experience in the industry at the time and began in a call centre team supporting financial advisers with questions about their clients pensions. I later moved into another customer support team, helping a wider range of customers with their workplace pensions. Over time, I developed a real interest in training and quality which led me to join the quality control team. I've since progressed into a management role within this are where I now lead a team focused on making sure we deliver good outcomes for customers.

I currently lead a quality control team that reviews customer interactions to make sure we're providing the right support and meeting our standards. My team of five looks across workplace pensions and high value customer services. Our role is to make sure everything is accurate, fair and in line with regulations, as well as identifying any risks or areas where we can improve the service we offer to customers.

What I enjoy most about my role is supporting and developing my team, and helping them build confidence in how they assess quality. I also really value the time spent reviewing customer interactions, as it allows me to refine feedback and make sure we're giving clear, helpful guidance to the areas we support.

My advice would be to stay open to new opportunities and be willing to try different roles, even if you don't have experience in that area yet. I started without industry background and a lot of my development has come from being curious and taking on new challenges. It's also worth taking time to understand different parts of the business and what interests you most. If you're proactive and show an interest in learning, there are lots of opportunities to grow and build your career.

I'm most proud of how I've developed my career so far from starting with no industry experience to now leading a team. It's been really rewarding to grow my knowledge over time and take on more responsibility. I'm also proud of the role my team plays in improving the quality of service we provide and knowing that the work we do helps deliver better outcomes for our customers.