Profile: Jan-Marie Creighton, Work and Income
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Jan-Marie Creighton
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What do you do?
I am the General Manager Work and Income Contact Centres - A service of the Ministry of Social Development. Where an Operations Manager focuses on day to day performance of the Contact Centre, my role is based around the strategic direction of our Contact Centres. This means being involved in steering groups in line with what the Ministry is doing (projects and so on) - though I do have a hand in operations when needed.
Describe a typical work-day.
Typical? It is difficult to answer as they change from one to the next. Usually working on 'big picture' stuff with the Contact Centres, ie promoting the Contact Centres in a proactive manner regarding the services they offer - working toward an interactive service rather than a reactive service. There are several examples of this currently - such as working for families, or in services most people may not be aware of such as the Government Emergency Floodline for people that have be affected around the country over the last year. We also operate other services such as Employer Line and provide multilingual services in eleven languages.
What results are expected in your position?
The standard Key Performance Indicators - Service levels, Client Satisfaction, Quality etc. Also the implementation of new services (eg multilingual etc) or enhancing services.
How did you get here? What has been your career path?
I began working for the Department of Social Welfare (as it was known) in 1985 and have had many roles throughout the country. When the Employment Service and Income Support Service merged in 1998 to become Work and Income I became the Manager of the Christchurch Contact Centre - a position I held until February 2004. From here I was seconded to the position of General Manager and have since been appointed.
What's your career highlight?
This is it! The more senior I have become, I suppose. Developing in this role and working at this level. Regarding Contact Centres in general, I enjoy the pace and the can do attitude of the people who work in this industry.
What's the most unusual thing that's happened to you at work?
I can't think of anything at the moment really…
What's the best and worst thing about your job?
The Best Thing - is being involved in the Contact Centre Communications Industry.
The Worst Thing - is probably the false perception within organisations, and in the general employment market as a whole, that Contact Centre Staff carry out low value work, which is far from the truth.
How important is it to plan your career? Have you?
I didn't really have a plan, or rather a structured approach. I have been very fortunate to be presented with opportunities and been able to take them as they arose. I think now (today) career planning is more developed, and certainly more and more effort is going into it. I do think it is important to try and have a broad plan, you never know what opportunity you may have next.
What did you want to be when you grew up?
A Professional Tennis Player. I was a representative player in my youth and right into it.
What is your dream job?
A Professional Tennis Player who wins (laugh)!
What is the most important factor in a successful career?
Don't be afraid to take on opportunities that arise, and put your hand up for them. You need to enjoy what you are doing, and the organisation you are working for. With Work and IncomeINZ, I believe in what we do, and I have an affiliation with the organisations purpose. You also need to get out of your comfort zone and challenge yourself to achieve.
How do you maintain balance between your work and personal life?
Sometimes it is out of balance - there is always more work! *laugh* - but you cant let it become the norm. You have to take some time out (or off). I used to be completely focussed on my work and really left little time for personal life - but you have to put it into perspective and make a decision not to do this. It certainly didn't start off with the balance I have now. You need to remind yourself that you can't do the impossible - you have to make time for your family and for yourself.
How do you encourage loyalty with your staff and clients?
Staff- I believe staff want to know what is happening around them. It's their workplace too. So I like to keep them informed with where we are heading and why we are heading there. I also believe this helps them to understand how it affects them, as well as our clients.
Clients- We provide a dedicated service which increases loyalty to our access channel. When we provide a good service they will contact us again when they have a requirement rather than other access channels that exist (front offices etc). Currently we are runningWe consistently achieve a 90% customer client satisfaction rating which is excellent - especially considering the nature of many of the calls we receive. We also encourage our clients to use our channel, let them know we are happy to be in contact with them.
What are the important qualities required to be a good manager?
I believe you need to be able to influence whomever you are dealing with. You need to be effective in your actions and communication. You need to demonstrate consistent behaviour with everybody you are in contact with. Obviously you need to be supportive of your staff, and model the behaviour you would like them to display - this involves not only loyalty to them as your employees, but also loyalty to your organisation. This is a very important trait.
What do you think the biggest issue in your field is - and what should be done about it?
As mentioned before, the general perception in the market that Contact Centres carry out low value work and the CSR position is entry level. I believe this is hurtful to staff. This needs to be addressed as our services are constantly changing and developing, which makes our service and output invaluable. This needs to be promoted to the public to give them a realistic view of the importance of the role. By providing excellent service no matter which avenue our clients use we can adjust alter this perception, but also positive promotion of the Contact Centre role amongst the wider market place whenever possible would definitely aid this change.
If you could invite five people, living or dead to dinner, who would they be?
- Bjorn Borg, because of the whole tennis thing, as well as being very cool under pressure.
- Jenny Shipley, also very cool under pressure and knowledgeable.
- Meat Loaf
- Richard Branson
- And my Mum
Who has been the biggest influence on your career? And who do you admire the most?
Twelve years ago someone selected me for an internal management development programme. It was an extremely big step, as this program was selective only. That is what gave me the boost to get to where I am today and set my career in motion. That person is my current boss today, and has always been there in one way or another throughout my career.
What or who are you incapable of working without?
My water drink bottle (laugh) - it goes everywhere with me!
What do you think employees want from their employer? And what does your company do for its staff that you feel is different from what other companies provide?
Aside from the usual characteristics of employment, I believe employees want acknowledgement and to be able to put forward ideas and have them validated and respected.
Being a Government Department we cannot offer the usual form of incentives, which isn't a bad thing. Instead we get them involved in the processes and changes that regularly happen in this industry. They input their ideas and creative energies, and as well as seeing their ideas in action, it adds to their emotional attachment to the job.
