Kerry

Team manager, Coutts 24

I have recently joined the Coutts 24 management team as a team manager. Previously I worked as a senior customer service officer also within Coutts 24.

I look after a team of 15 staff, most of who are relatively new to the role. My new role is very varied and flexible and I work rotating shifts, starting work between 8.00 and 12.00 and finishing between 4.00 and 8.00. At occasional stages of the shift pattern, I work 12 hour shifts but then I get two days off in the week, which is great.

What is a typical day like in your office?

My days are quite varied and will often depend on what shift pattern I am working to. I undertake the day to day maintenance of the team, conducting one to one’s with staff, doing return to work interviews, dealing with staff issues, coaching and call monitoring, and providing a point of reference for my team.

In turn we also look after the floor diary for the day which involves ensuring we have adequate cover and monitoring the volume of calls.

Once certified, I will take part in the recruitment campaign for Coutts 24. This will involve all aspects of the recruitment day from inviting candidates in, interviewing and monitoring them throughout the day and advising them if they have been successful and arranging their contract and IT.

What do you like most about working for Coutts?

Having worked in another financial services organisation prior to joining Coutts, I am surprised about the strong sense of teamwork that exists at Coutts. Everyone is always busy, but regardless of what is happening within the business, people have a positive attitude and are happy to spend time helping their colleagues, rather than focusing on targets at the expense of the rest of the team.

When I first joined Coutts, I found it daunting to join a private bank. However, as soon as I started, I realised that it was just a new team, and everyone is human! I’ve found the management here really supportive and active in helping to move people on in their career. I was first promoted after just 18 months and again 18 months later which was the fast career progression that I was looking for.