Annie Rockett - Head of Operations

Topic

[Customer service]

I was 3 months away from finishing my degree and my brother who worked for the company, started discussing his role within Baltic and the kind of company it was. I told him it sounded like a great place to work and if there were any vacancies he felt suited my skill set to let me know. A 12 week temporary administrator role came up less than a month later and I haven't looked back since.

I have an MA Cross-Cultural Communication and a BA in English Language and Linguistics. In both degrees I focused on interactions and the organisation of conversation which I think has transpired into my passion for helping and supporting customers in a company that embraces SMART Classroom and remote support as clear, concise communication is key.

Prior to my initial role at Baltic I was in full time education.

Working at Baltic

I have worked for Baltic for 4 years in June 2019.

I am Head of Operations meaning I'm responsible for the induction process, ensuring our apprentices have a smooth transition on to their apprenticeship programme. My team also schedule of all exams and training and deal with all customer feedback, complaints and support learner and employers with any concerns that may mean the learner doesn't achieve the full qualification. 

I enjoy the people and the culture, everyone I work with makes coming to work enjoyable and the company culture promotes working hard and being reward for it whether it’s through an informal value mug to winning a Baltic award.Baltic recognises it’s colleagues and encourages us all to do

My favourite memory is my team winning the Team of the Year award at the 2018 Baltic Awards!One of my favourite things about working for Baltic is how we grow and adapt to change.

My role is no different from temporary admin, I became an apprentice coordinator, eventually being promoted to manager this team. We then were able to grow our skill set to take over the Customer Relations Team. Since then I have taken responsibility of our lovely induction team who I temporarily managed due to a colleagues maternity leave and liked them too much to give back. I am now further expanding the team to support the industry change to Standards.

#1 Item on Bucket List

Travel to every (tourist friendly) country in the world!

Greatest Achievement

My latest promotion to Head of Operations

Hobbies & Interests

Attending gigs when I can, drinking prosecco and binge watching netflix.

Join the team

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