20 September 2017
Spotlight on Capita Software Services: Jules Taylor
Jules Taylor, ONE Test Manager and Escalation Manager at Capita One discusses managing a small team and gaining industry standard qualifications through Capita.
As a Test Manager, I am responsible for leading Test Engineers to deliver fixes for customer raised defects, projects and releases. This includes the line management of individuals, as well as developing the Test organisation and function to be an efficient, organised, repeatable team that can deliver on commitments.
The Escalation Manager part of my role means that I am responsible for managing the third line customer support function within Capita One. This includes ensuring that product defects that have been raised by customers are analysed as required and that the appropriate fixes and ‘workarounds’ are released with the required amount of urgency and within Service Level Agreement timescales. I am the ‘champion’ within the One Development department of all customer-raised issues.
I started employment at Capita Sims in 2003 as the Escalation Manager, soon after I moved into software testing as a Junior Tester and was promoted a year later to Tester. In 2008 I was promoted to Senior Test lead and continued in that role. In 2013 an opportunity came available to work for ONE, I was successfully appointed as the Senior Test Lead for our Portal solution, then after approximately six months I was moved into a new role as Programme Test Lead to support in improving the release test process.
The following year a position was made available for a Test Manager at ONE I applied and was successful. Within this role I am inspired by driving and implementing improvement, really making a difference and seeing the results and success stories.
From a Test Manager point of view I have a small team with lots of different disciplines that require a lot of focus to improve them, the toughest part is most of the areas require my support. I find with my schedule in meetings it’s not always easy to balance my time, however I’m enjoying the challenges ahead and the progression we have made.
I’m very lucky to have some very talented staff within my team watching their progression and dedication whilst knowing that I have helped in their progress is extremely rewarding. Capita has always been supportive in my progression professionally and personally, I have grown with the company and have always found everyday challenging in the most positive way. I’ve been fortunate to attend many courses over the years and thanks to these I now hold industry standard qualifications.