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Meet the team - Natalie Pinder

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Natalie Pinder was a call centre operative before changing career, and department, to become a scrum master in DLG Digital. Here she tells us how her career move came about.

What made you decide that you’d like to move to DLG Digital?

I’d been working in Home Claims for nine years, on everything from the very small to the very large claims. I felt I’d done as much as I could there and had been thinking about doing something completely different for about a year. Then I met James Sharpe and Mike Shaw from Digital, who invited me up to the innovation day that was held a while back. It really sparked my interest in working in Digital and I started asking questions about how I could join the team. James helped me to speak with the right people and get some experience in the department. I loved the environment, the team, the fresh ideas, it was exactly what I was looking for.

What sort of support did you receive in order to move?

It was fantastic. People in my team were doing everything they could to make sure I had the time I needed to come up to Digital and speak to the people I needed to. Everyone in Digital is so welcoming and people have been really willing to sit down and explain their roles to me.

What are the major differences between Digital and Home Claims?

It’s completely different. In the call centre things can be quite rigid as there are scripts to follow, it’s all audited, and there are certain things that we have to say to customers to abide by FCA regulations.

Also, it’s a lot easier to take my work home with me if I need to leave a bit early to pick my kids up. I think people in Digital are really trusted to get on with their work in a way that suits them.

Was it an easy transition?

Not really, because I was used to having a very consistent and fast-moving workload, whereas in Digital it can really vary. Sometimes I can be run off my feet and other times there’ll be a couple of hours when it’s really quiet, and I felt guilty at first if I wasn’t busy. I also used to worry if I was a minute or two late for work, as that could make a big impact in the call centre, but the working environment in Digital is so much more flexible.

How are you finding your new role?

It’s great. I initially started off in a secondment role as scrum master and absolutely loved it, so I knew it was the right fit for me. I badgered people every week to give me a permanent role, and eventually they said yes. I love the fact that what I do helps other people to do their jobs better, by removing impediments and making things easier for them.

Would you be tempted to go back to your old job?

No, I love it here. I think there are a lot of people that would like to move to this department and I feel very fortunate to have landed a permanent role here.

What advice would you give to others thinking of changing roles?

Come up for a coffee and a chat. I’ve never known a department so happy to talk about their work, no one is too busy to give you some of their time. So come and sit with people and see what they do.