Ben has held a number of roles since joining our TV licensing team in 2008. He’s grown from a customer service advisor to a court administrator, moved to a commercial visiting officer and then again on to a multi skilled officer. After a secondment into the field development team, he’s made his latest move. So, we’ve been speaking to him about how he’s developed so far and why he’s chosen the route he has.
“I was only 17 when I first joined Capita. That was almost 14 years ago and one of the best things I remember from those early days was when my manager took my team and I out for a meal on my 18th birthday. I hadn’t even worked there that long. That’s a big part of why I’ve stayed to be honest – I work with some amazing and really supportive people, and I truly enjoy what I do.”
Growing my experience
“I started as a customer service advisor working in a contact centre answering queries from TV Licensing customers. After a couple of years, I moved into the Field Business Centre. I was responsible for the administrative tasks associated with TV Licensing prosecutions and I had training on presenting cases in Magistrates courts which was really interesting. My next role was for a commercial visiting officer to cover maternity leave. That involved travelling around the North West visiting commercial, domestic and hotel premises that didn’t have a TV Licence.”
“It was at this point I applied to take part in the Field Development Programme. While on the programme, I started covering various area manager roles and a full time area manager position became available. So of course I immediately jumped at the opportunity. I was invited to several of the Field Specialist Services team meetings as a visiting manager. I’d hear about the business improvement initiatives they were working on, and I found that really interesting. I realised I had a few of my own suggestions on how the business could be improved. That’s what made me think the Field Specialist Services team might be right for me.”
Trying new things
“I really enjoyed my time on the secondment as I was able to make positive change in the business and I found it really rewarding. It was a great way for me to take responsibility for my own career development and it gave me the chance to understand more about the business. I’ve had a lot of on the job training through Capita and I had the chance to sit for my PRINCE2 Foundation and Practitioner certifications in Project Management.”
“Now I’m a field campaign and development manager in the Field Specialist Services team, working on the BBC TV Licensing account. I’ve learnt a lot as part of this team and the role has helped me to understand how the Field function operates end-to-end. Plus, I get to work with a lot of very talented people. I’m directly involved in delivering positive change and innovation into the TV Licensing Field operation. I’ve been responsible for gathering requirements from business users, arranging user testing, conducting evaluations and rolling changes out. In fact, we’re currently working on a major Handheld Replacement Project which is really exciting. I also attend business unit meetings with the BBC and other stakeholders reporting on field activities and campaigns. ”
Take control of your future
“I’ve gained lots of skills since I started working for Capita and I certainly never expected to end up delivering major Handheld Replacement Projects back then. My advice for career progression is to take responsibility for developing your own career. Start by talking about your aspirations with your line manager. I’ve always had great support and advice from my line managers, and they’ve helped me to progress to where I am now.”
