Meet Our People: Lauren Howard

Lauren started as a part-time NHS 111 Call Handler three years ago working evenings and weekends, which proved to be a launch pad for bigger things. Her next role was shift managing and helping with admin tasks, which gave her an insight into various aspects of the business. As Assistant Contact Centre Manager, she now looks after the day-to-day management of the contact centre, along with other responsibilities.

“The job is wonderful: when you work as a team to achieve your Key Performance Indicators (KPIs) and feel that you have helped change lives, that is very rewarding,” she says, smiling.

“I am grateful to the NHS 111 Call Handler role because that’s what has led me to be here. It gave me the opportunity to grow as a person, learn the business from the ground, and above all it gave me time with my family because my little boy was young.”

As Lauren’s previous job was unsuitable for her family life, she decided to change her career path. For her, the flexibility at HUC – her shift hours – were perfect for her to fit her home life. She recalls her first day of work and how rigorous the training was. “I was intrigued by how much time was needed to prepare you for this role. When I first came in, I didn’t entirely understand the whole concept of it – I assumed I will take some calls and that’s it.”

“The best part was I always felt supported from the moment I walked into the door, to the moment I went live on the phones, there was someone always there to help. I never felt I was going to take a call without having any support. It was very intense, but for the right reasons, and I felt I was well-equipped to take calls. And it’s so incredibly rewarding and makes you feel good.”