From Customer Service to Compliance Manager: nurturing passion, supporting wellbeing and advocating for inclusion are all important priorities for Ailsa. We spoke to her to find out why.
You made the move from our Glasgow test centre to a role in compliance for our Secure English Language Test (SELT) division. Talk to us about this move.
I started off working in the Glasgow SELT centre in 2015 as a Registrar and was then promoted to Team Leader and eventually Centre Manager. It was so rewarding to support all of our candidates face to face through their SELT journey for so many years, but eventually I knew it was time for the next challenge. I really wanted to continue to develop my career within Trinity, so I was delighted when a job came up that so closely matched my skill set and interests. It's been a big change for me to transition from a busy exam centre to working from home, but I've received a lot of support from my colleagues and line manager and feel really settled now.
What does your role as Compliance Manager entail?
As SELT Compliance Manager I ensure that our daily operations and programmes comply with legal, ethical, regulatory and UKVI requirements. I also take an active role on reporting to UKVI on a monthly and quarterly basis to maintain our positive working relationship. It would be easy to think of a Compliance Manager as the "fun police" and, yes I am responsible for co-ordinating both internal and external audits, but I try to take a supportive and coaching approach with my colleagues to build them up and ensure operational excellence across the board. One of my favourite parts of the job is leading on our Social Value programme to promote sustainability, wellbeing and equality within SELT, and bringing about positive change to our shared workplace.
You’ve been with SELT since the beginning on its inception. Tell us how it has changed over the years?
SELT has evolved and grown into such a success story which I think we can all be really proud of. We're constantly looking at ways to improve ourselves rather than standing still, which I find really exciting. Over the years we have enhanced our customer experience by developing a wealth of support materials for candidates, streamlined our online booking process, and truly dedicated ourselves to the quality of customer service that we deliver day after day. That's really why our customers continue to recommend us to their friends and family, meaning we are now the market leaders and provider of choice across the UK.
How has Trinity provided you with the opportunities to progress and develop in the areas that you wish to?
I'm a great believer in volunteering for things and not letting opportunities to learn new skills pass me by. Over the years I've gotten involved with security audits and business development across UK and Ireland, marketing campaigns, developing and writing new training materials, and so much more. I was also recently fortunate to receive support from the Charles Tyler Smith award which provided funds for me to attend a training course and gain my Prince2 Foundation and Practitioner qualification in Project Management. My confidence has grown so much since I started working here, and part of that has been down to Trinity putting its trust in me and offering me so many opportunities to advance and flourish.
You are also co-chair of one of our Peer Networks Groups on health and wellbeing. Can you tell us more about your involvement?
The Health and Wellbeing Group is made up from colleagues across all the different departments of Trinity who want to make a difference and be an active force for positive change. I co-lead monthly online meetings where we get together and brainstorm ideas on areas that we wish to focus on as a collective. Recently we collaborated with the Women At Trinity group to develop and implement a Menopause Support Commitment to bring this subject out into the open in an affirming way, and help individuals and managers navigate this important experience. We have also been reviewing all of our absence policies to ensure that they are fully inclusive and fit for the modern workplace.
Why is the promotion and advocacy for health and wellbeing in the workplace important to you?
I used to work for a mental health charity, and I've always been passionate about promoting health and wellbeing, in all its forms, in the workplace. I think that we've all become much more aware of the importance of looking after our physical and mental health post-Covid, and these conversations are much more out in the open than they used to be. When people are healthy and happy they are more focussed and have more energy to produce their best work, so really it makes good business sense to prioritise these factors as a company. It's all about promoting a workplace culture that truly makes employees feel appreciated and respected, and increasing job satisfaction and morale for my colleagues.
What is the best part about working for Trinity?
I really love being part of such a dedicated and hard working team who genuinely believe in what we do, and who are committed to giving the best possible experience to our customers day after day. Everyone really takes care of each other, and I know that I can always reach out to my colleagues for help if I need to. Part of that support means that I've always felt like my voice and skills have been valued, and that my skills have been noticed and appreciated. I can really see myself working here for many years to come and I'm genuinely looking forward to what the future holds.
“I've always felt like my voice and skills have been valued, and that my skills have been noticed and appreciated.”