Career Progression at Nuffield Health: Sam's Story

Sam joined Nuffield Health in 2017 as a Contact Centre Coordinator in our Epsom Support Centre. Sam joined us with the goal of pursuing a career with Nuffield Health, and within the 4.5 years Sam has been with us, he’s worked his way up into a Training and Quality Lead position. Read about Sam’s journey with us so far and his most memorable moments to date.

Sam Marney, Training and Quality Lead

Tell us a bit about your journey so far at Nuffield Health.
I started in the service centre back in 2017 as a Contact Centre Coordinator and within 5 months I was promoted to Senior Contact Centre Coordinator, this meant I took on extra responsibility. I’d manage inboxes and train new starters, always striving to deliver my best with the long-term goal of forging a career with Nuffield Health. Shortly after I was promoted into a Team Leader role which gave me a team of people to lead, I moved across different teams to include Physio and Health Assessments. This gave me a deeper understanding of how Nuffield Health worked.  Before Nuffield Health I had a fear of presenting, however, coaching and internal development have enabled me to develop and subsequently secure my current role as Training and Quality Lead.

Tell us about the team you work in?
It is great, it is very fun, dynamic and incredibly hard-working. I work in a fast-paced environment, developing new training material and running events. Not forgetting running the advance programme, this is a programme for our coordinators to progress and receive recognition for the work they complete which includes a new title and salary uplift.

Why did you choose to work at Nuffield Health? 
The free gym membership, joking of course (although a great benefit!). In all seriousness, I was working in a café and really wanted something where I could develop, and build a well-rounded skill set and a career. I personally align with fitness and the wider company values so for me it seemed like the perfect fit.

What’s your favourite thing about working at Nuffield Health? 
A lot of people laugh at my jokes! Joking aside, it sounds so cliché but it’s the people. I’ve been fortunate to induct our new Contact Centre Coordinators, there is a great team vibe. The people make Nuffield Health and I can honestly say I have a positive relationship with everyone. It is easy to build relationships here.

What are your career highlight/s to date? 
This is a tough one! Over my time at Nuffield, there has been many a moment I’ve enjoyed and also been proud of. I’m going to give you two highlights. So the first will be around our induction process. When the pandemic hit (the only time I will use that word!) we had to change the way we worked and quickly. I had to tailor the full induction process from a face-to-face setting to a fully remote setting in a number of weeks and then deliver it. This was the first ever virtual induction we had done within the service centre and it went really well with a 100% satisfaction score for those who went through it which for me was a great success! We are delivering a hybrid model of induction until this day, using elements from that first ever virtual induction still.

Now the second, and a bit more of a ‘fun’ highlight for me would be the Halloween event my team put on last year for the Service Centre. We managed to use half the office to build a scare maze… yes you heard that right. We made a walkthrough maze, equipped with two actors (if you could call me and my team that) and had 77 members of staff walk through it. We also recorded the walkthroughs and shared the scares on our company-wide social media channel. The scares we got were absolutely amazing and people still talk about it now! We got great responses from all around the company and it really helped to build morale and motivation around the whole office, after what had been a really tough period for all.

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