Meet Gemma: A Lead Service Delivery Manager
What is your current role?
I am a Lead Service Delivery Manager and look after our valued partner Plymouth City Council, as well as our esteemed customers CATERed and Plymouth Active Leisure. I also manage two of our other Service Delivery Managers who share the same passion as mine in delivering great customer service.
Why did you choose to join Delt?
I joined Delt 7 years ago, and I really liked the Delt story and the fact that it works to keep jobs in the South West. What also caught my eye was its mission of ‘helping customers do amazing things,’ so I was intrigued to learn more.
How has your journey at Delt progressed?
I joined Delt in a completely different role to the role I am in now.
Customer Service has always been a passion of mine, and I always knew I wanted to work closely with our customers, ensuring we are providing the best possible service. And when things do go wrong (because they do!) making sure we work as quickly as possible to put them right.
What advice would you give someone starting their career in your team?
That every day you learn something new! This role can sometimes be frustrating because we can’t ‘fix’ things (we’ve got a lovely team of experts for that!), we can just ensure the customer is updated and understand the impact when things go wrong and provide reassurance that we are working quickly.
What has been a standout highlight of your career here?
This is a really tough question for me because I am my harshest critic. I think just getting appreciation from customers when things have gone well is always a highlight.
I was also part of the Delt Anniversary video, which was quite an accomplishment for me because I am really not a fan of public speaking, let alone on video!
How would you describe Delt’s team culture, and how does it impact your job satisfaction?
I really love the team we have at Delt now. I feel that we are working collectively to do a good job and that the team understand that in the role of an SDM, we are the voice of the customer and can act as a shield to the teams and so it’s important we are updated so we can communicate effectively.
This makes my job so much easier because it’s crucial in providing the best customer service.
What do you enjoy outside of work?
In my spare time I am a singer and sing in pubs around Plymouth at weekends. I also have an 8 year old son called Beau, who I love the bones of!
Has someone inspired you in a special way?
I would have to say my parents. They’ve been married for 50 years, we are incredibly close and I’d be lost without them!
Gemma Prowse, Lead Service Delivery Manager
