From vetting advisor to senior leadership

At Checkatrade, we’re all about development and supporting our talented team members to achieve their career goals. That’s why we’re delighted to be sharing the story of Senior Retention Manager Ryan who has progressed from an advisor in vetting to a senior management position. Go Ryan! Here he tells us more about the path he’s taken to date... 

How long have you been working at Checkatrade?  

10 Years and 1 Month!  

What role did you start at the organisation in? 

Vetting Advisor – I joined in 2014 in what was then called the “Admin Team” and went on to become vetting. It was a new venture into customer service for me and a departure from my previous profession.  

The timing was perfect though, as the business was growing rapidly and I realised my love for customer service. I also had a good aptitude for the profession! This led me to become senior in the team and the first point of contact for escalations, which was essentially dealing with trades that we were declining for membership. This led to some uncomfortable conversations to a variety of individuals – as you can imagine! 

Where did you go in the organisation next? 

After four years of working in vetting, I made the step up to team leader and moved to membership advice. I was hit with a double learning curve as we’d recently joined Homeserve so was learning a new way of working, as well as relocating to our Lakeside office.  

I was then asked to step into the renewals team during the Covid pandemic, which was one of my biggest challenges to date and – I believe – a crucial point in my career. We needed rebuild and reshape the department and most of this was done virtually, which made it even more tricky. But the hours and hard work were worth it eventually! 

A year later, I adopted the save team and we made the call to merge the teams to one retention super unit. It was a great chance to upskill the agents to Membership Success Managers and the team has gone from strength to strength ever since. Without those who stuck at the journey, I would not have made the step to Retention Operations Manager and, more recently, Senior Retention Manager. 

So, what was it that first attracted you to Checkatrade? 

The fact they were a humble family business. From the very first interaction I felt wanted and part of something special. Even as the business has grown, I feel we have maintained our culture and people-first aspect, while ensuring there are higher standards along the way. 

What keeps you working at Checkatrade? 

Opportunity! There are endless possibilities for progression both in my role and as a business – especially now as we transform to a marketplace organisation. I also love working with the people I do, both at a retention team level and my fellow peers who are trying to push the business forward in leadership positions.  

How have your career ambitions been supported? 

Quite simply, I would not be where I am without the belief and trust from the business over the past 10 years. It’s also impossible without great line managers and role models, and I have been lucky enough to work with so many of them – not forgetting the people who report to you along the way. Without great direct reports and team members then you are pushing water uphill!  

What development have you received at Checkatrade? 

The trust and belief in people come with the business giving their staff empowerment and ownership, this has helped me learn lessons and make mistakes. It’s knowing not to make massive mistakes or the same ones over and over though! I also have completed two apprenticeships with the business’ backing – a business admin NVQ and a data quality apprenticeship.  

What is the best thing about your current role? 

Shaping the retention of Checkatrade and being responsible for it. If I step back and think too hard it’s a HUGE responsibility and quite scary but part of the challenge is in my growth. Working with Mathieu (Proust, COO) more recently has taught me to make key decisions and move on them without too much deliberating or asking for permission.  

How are you hoping to develop in your current role? 

I’m looking forward to learning from some of the new leadership team members coming into the business who have a good knowledge of the marketplace and, equally, to share vital experience with them. I’m also excited to be a part of discussions at a high level in the business and continuing to grow my profile.  

What are your ambitions for your future? 

I would love to get to director level in the future as I continue to build my experience and knowledge within a key part of the business and playing a huge part in our ambitious growth plans.  

What would you say to someone considering a role at Checkatrade? 

If you are ambitious and eager to find a way forward in your career, then get your foot in the door! Establish yourself first with hard work and then assess where in the business and marketplace world you would like to be long-term as the opportunity right now is limitless. I would also say it’s not for the faint hearted and the pace and expectation, quite rightly, is very high so if your profile fits this you will have a great time! 

Thanks so much Ryan, and here’s to a very bright future for you.