At Octopus Electric Vehicles, I am in the leadership team for our customer operations. It’s my responsibility to ensure we hit our 95% answer rate, place orders and deliver cars within SLAs, all while everyone is developing their careers with us. I manage our fantastic operations managers (who manage our team leads), forecast our hiring requirements and help to grow the team, and I always keep a keen eye on our metrics.I couldn’t do this role as well as I do if it hadn’t been for my 5 years at Bulb. During my time there, I first established myself as a leader in Bulb's customer service. I developed a broad range of skills across data analysis, workforce management, customer service strategy and, primarily, managing managers to produce high performing teams. I have consistently brought about impactful results through both the teams I manage and my contributions to the leadership team. Bulb went through a tough time for many of the years I was there; Covid was followed by the energy crisis which caused us to go into administration. Throughout this time I remained loyal to the company and to my team, and developed great resilience which will serve me for the rest of my career.