Staff Q&A: A brief encounter with… Aimee Swaine

It’s time for the next instalment of our employee Q&A series! We think it’s important for our readers to get to know each and every colleague here at CDS. To find out what really makes us tick and what we each to bring to our individual roles.

Next up in the hot seat, it’s our service manager, Aimee Swaine. With just 10 minutes on the clock, let’s go...

1. Sum up your role at CDS in one sentence:

At CDS we have an ITIL-compliant service desk — which is manned by our dedicated ITIL qualified team — and utilises an industry-leading call logging, service tracking and resolution reporting system. Clients can interact with the service desk team via email, telephone and an online portal and I am part of the team which manages the service for various customers and ensures CDS is delivering value.

2. What’s your favourite thing about your job?

The customers. Every day is different but ensuring we provide a valuable service to our clients is really rewarding and knowing that CDS is contributing to projects that make a difference to the UK population as a whole.

3. How did you become a service manager?

I’ve worked at CDS for several years, originally starting as an apprentice before being offered a permanent position after completing my course. My studies helped me to learn all the ins and outs of service delivery, and the team got me involved from day one. During my time here, I’ve worked across various roles and enjoyed each one immensely.

4. What drew you towards choosing CDS as an employer?

The different customers we have and the fact working here is contributing to projects that make a positive difference to the health, wellbeing, and security of the country.

5. Describe the CDS ethos in just three words:

Creative. Challenging. Honest.

6. What’s been your favourite project so far and why?

National Rail Enquires. Being involved with National Rail Enquires (Rail Delivery Group) has been immensely enjoyable and challenging in equal parts.

7. And, which brand would you love to work on a comms project with?

Tesla and Space X. They are breaking the boundaries of what is defined as normal and the way they have progressed already is amazing to see.

8. Complete this sentence: For businesses, employing an effective communications strategy means…

Having specific and measurable goals.

9. For a bit of fun, if CDS were a variety of biscuit, which would it be and why?

Chocolate Hobnob. It’s one of the most reliable biscuits to dunk in tea, with a breaking point of 51 seconds and the added fun of chocolate!

10. Finally, if you could give one piece of advice to your 10-year-old self, what would it be?

Keep your Pokémon cards, they’ll be worth something one day!