Lucy Harris

When did you join Atkins?

June 2009.

Tell us about your role and responsibilities

I’m responsible for the leadership of the property helpdesk in Leeds. My helpdesk handles approximately one million calls a year and we operate 24/7/365.

What professional accreditations do you have?

I’m a member of Women in Property, Call Centre Manager Association. I’m currently studying for Chartered Institute of Personnel and Development qualification.

Why did you join Atkins?

I was aware of Atkins but not the asset management side of the business. I saw an advertisement and the job description and I thought it was a good fit for me.

What did you do before you joined Atkins?

I have worked in contact centres/service centres for nearly 20 years; I managed a number of call centres within the utilities industry. Before that I worked as operations manager for a fleet management company and as national customer services manager for a construction company.

What are you currently working on?

• Researching the potential of setting up a home working pilot for the helpdesk to provide a more flexible workforce and reduce costs and our carbon footprint.
• Putting plans in place for the implementation of a potential new client which would result in the recruitment of another 17 members of staff for the helpdesk.
• Researching how we can provide more technical property advice to our callers to reduce the cost to our clients by reducing the number of suppliers.
• Continually reviewing our operating model and costs to ensure that we achieve service levels whilst running the most efficient service possible.

What achievement are you most proud of?

Being shortlisted for Call Centre Manager of the Year award!

What’s the most technically challenging project you’ve worked on at Atkins?

My job is not a technical job, it is operational. I manage a team of approximately 120 people and we work round the clock to answer approximately 700,000 calls a year.

How has your career developed at Atkins?

I am in the same job that I started in! I love my job.

How would you describe the culture at Atkins?

It’s a very people-orientated company and it is supportive in helping people develop their careers.