The challenge I face is the unpredictability of some projects. Sometimes we’ll have everything set out and then a curveball is thrown in, which knocks out the timing of the project and changes expectations. This can lead to us having to make changes that can impact the project, so I have to be able to manage client expectations whilst also staying as flexible as possible.
I realised that I could really add value to the projects I was working on because I could understand the context, content, and what the client was trying to achieve. That’s when I realised that not only could I manage the project, but I could provide valuable input and suggestions – making the projects I worked on feel meaningful.
We use our expertise to work with clients to improve productivity through analysis of their L&D objectives and organisational goals. Finding the area where we can step in and design curated processes with the training to match and help clients achieve those goals through people development.
At the heart of my role specifically, I give clients a great experience by making it easy to do business with us. I do this by providing transparency throughout the project process, highlighting any issues and key risks involved. By ensuring clarity, this makes us trusted partners to work with.
Typically, Davies will ensure that there’s constant oversight during the customer journey by having a member of the client experience team (such as myself) be involved throughout an entire project’s lifecycle. So ultimately, I work closely with clients to understand their goals and put the steps in place to help them to achieve them.
Think outside the box and don’t limit yourself! When I was going through school and college, the job I’m doing now was never put on the table or even a known role. The advice I would give is that you don’t have to know what you want to do straight away, you’ve got time to find your path and discover opportunities.
Don’t pigeonhole yourself, the sky’s the limit!
If you are looking for more information on how to bring the best out of your agents, resolve tricky customer enquiries and improve CX in your business, please get in touch with me below or the client solutions team at firstname.lastname@example.org.