Meet the Kalibrate team: Gillian Capper, Service Delivery Manager

At Kalibrate, we believe our success is driven as much by our people as our technology. So, as part of our meet the team series, we’re showcasing some of the talent and expertise within the Kalibrate family. This installment features Gillian Capper, Service Delivery Manager for Kalibrate’s Technical Support Group.

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What’s your role at Kalibrate?

I’m Kalibrate’s Service Delivery Manager, which means I’m responsible for the provision and assurance of our support services — if you have a problem with a product then it’s my team that will help!

I have an amazing team of eight Technical Engineers located across the UK, USA, and Australia. This allows us to provide support in a “follow the sun” model — 24 hours a day, seven days a week, 365 days a year across multiple products within the Kalibrate Decision Suite.

I have a drive and passion for Continual Service Improvement (CSI), and I’m immensely proud of the hard work and effort my team has put in to improve our services in the year since I joined the company. As part of this, I’ve recently had the pleasure of recruiting two fabulous Customer Service Engineers into our UK team to help us improve and further mature our support model.

But we’re not done yet! My team is just as excited and passionate as I am about delivering quality services to our valued global customer base. We have big plans and have set ourselves high service standards for 2021.

What does a typical day look like?

Anyone who’s worked in customer support can tell you, there’s no such thing as a typical day! The beauty and curse of Kalibrate’s Technical Support Group is the varied nature of the role.

Our clients are at the heart of everything we do and each decision we make. This means my day can switch in a heartbeat depending on what’s going on in our clients’ worlds! However, the scope of my role can include a wide range of responsibilities, such as:

• People management
• Shaping and modeling our support services
• Process improvement and strategy
• Client service reviews
• Report analysis
• Aiding the transition of clients from project into business-as-usual (BAU) support
• Managing a major service outage

What do you love about your role?

It’s all about the people. I have the pleasure to manage an amazing team who help me realize the vision I have of our ever-evolving support model and who listen and decipher my thought processes!

And why does my team perform so well? We work hard to embody Kalibrate’s four company values: “lead the way”, “empower others”, “challenge convention”, and “be genuine”. I have trust from the senior leadership team to build a culture that encourages people to confidently make decisions, propose changes, question the status-quo, and be accountable.

I would not be able to perform my role without help from all my teammates and it’s truly the people that make Kalibrate an amazing place to work — I love seeing people develop and thrive in our culture.

Why did you choose to join Kalibrate?

In the past, I’ve worked in some large and mature companies and I wanted a change. I wanted to work somewhere I felt I could really impact and make a difference, and Kalibrate was perfect.

I’m incredibly passionate about CSI — it’s in every fiber of my being. By moving to Kalibrate, I’ve been able to build a team with CSI culture embedded into it. This allows the ethos to spread and encourages people to be brave — to challenge the norm and question what’s been done before. My team doesn’t fear failure, but instead sees lessons which lead us to the right choices. Kalibrate’s an ever-changing business, so this attitude is imperative for my team to be the vanguard of support services.

What do you think are the greatest challenges and opportunities in the fuel retail sector and what’s the impact to the technology behind it?

It’s a really exciting time for the fuel retail sector. The landscape is undoubtedly going to change dramatically over the next few years as the focus on electric vehicles moves to the fore.

From a technology standpoint, this is exciting. Fuel companies will look to diversify and change their business strategies, and Kalibrate will develop and build new products to help our clients make better decisions as the big changes reveal themselves.

Innovation will stay at the front of Kalibrate’s plans. This provides my team with the opportunity to develop our skills and continue to deliver benefits to our clients. My team needs to stay ahead of the curve? Excellent — I love a challenge!

We’ve already started to grow our CSI ambitions, with further process maturity and consistency being our primary goals. We’re also making improvements to our IT Service Management (ITSM) tool, refining our client on-boarding process, and continuing to implement feedback from our customer satisfaction survey to get our communications plans just right.

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