…6.30am, although the snooze button is hit a few times before I get up at 7am. As a busy mam of two teenage girls, I need to ensure they’re also awake and getting ready for online lessons. The dog usually wants to play, so I throw him a toy while enjoying a quiet cup of tea before logging in to work.

Challenges of working from home have been…

…threefold: the sheer amount of change in moving from being fully office based to working from home; rapid lender changes and the need to take swift, appropriate action; and, most importantly, adjusting to working with my colleagues remotely and losing the ‘personal connection’.

The biggest personal challenge has been communicating with colleagues and my managers virtually, rather than face to face. People are the most important asset in my team and learning to stay connected and supportive while not in the same room has brought different methods of working. We’ve recruited new colleagues as well and we’re really aware that it’s not easy to join a new company, meet a new team/manager and be trained remotely.

But on the plus side…

…the short commute to ‘work’ has meant I have been able to spend more time with my children. It’s also meant my ironing pile isn’t too big and my house is incredibly clean and tidy. Plus it’s enabled us to adapt to new ways of working and develop new skills that will continue into the new normal.

The main purpose of my job is…

…to manage the administration departments at L&C in providing a first-class customer journey and outcomes, from the point of application through to completion of their mortgage. I have more than 220 members in my team across our offices in Newcastle and Bath. I work closely with our lending partners to ensure we produce mortgage offers in a timely manner.

I also play a large part in developing and improving L&C’s customer journey, from how my case managers communicate with our customers through to sharing feedback with our executive team and lender partners. In addition, I’m always looking to develop, coach and manage my team.

A common misconception about my role is…

…that it’s ‘just’ an admin role. Far from it. It’s about helping people through a potentially stressful process that makes a big difference to them and their family. It’s a people role, whether helping customers or supporting colleagues.

My typical day entails… 

…a lot of Zoom calls. My focus is checking that we are delivering on all aspects of our service on a daily basis, following the correct processes and always working to improve them.

Talking to my team regularly has been more important than ever during the pandemic and I offer help and support in managing and developing our colleagues.

Externally, it’s vital to keep in touch with our lending partners, on both service and any system changes that could benefit customers.

My favourite work memory is…

…a Christmas party when the head of advice in Newcastle and I planned and hosted the party complete with an awards ceremony for our colleagues. It was a great chance to share success stories, recognise hard work and let our hair down.

A perk of the job is…

…working with amazing colleagues who share the same goals.

To unwind after work I…

…take my dog, Arlo, to the beach or park for a long walk. I normally have my headphones in listening to Gerry Cinnamon or Little Mix while walking along drinking a latte.