Sarah McKean – Senior Service Delivery Manager, Registration

“The team I manage deals with “high risk” cases – ones that are a bit novel, perhaps because they concern unusual or new topics, or because there’s a lot of money at stake. I joined in October 2008 and it’s my responsibility to oversee the team and, in time, to become the technical expert in this division.

Fortunately there’s plenty of training on offer (both in-house and externally) and everyone is more than willing to offer support and advice; there’s a real open-door ethic. My background is both private and voluntary sector (so I have a good understanding of our customers’ needs).

There’s been a lot to learn – and not a single dull day! I’m absolutely loving the variety and looking forward to taking on more cases. At the moment, I’m being mentored by someone from my own team, which is a really good way of getting to grips with the role and finding out exactly what everyone else does too.

I’ve already been impressed by the commitment and skills of people – and how modest they are when they receive good customer feedback. Team work is very important and people try to pull together and support each other. We have lots of work targets and pressures to deliver excellent customer service – so it’s really heartening when we receive good feedback from customers.”