Under the spotlight with…Lauren Thornton

August 17, 2022

Lauren Thornton – Career Journey – Q&A

Tell us more about your role at Anabas and your journey with the company so far? 

I started my Anabas journey in 2019 working as a receptionist alongside the wonderful reception team. While I was there, I saw an opportunity to expand my corporate experience by helping and covering the helpdesk team. It was here that I discovered the ‘facilities world’. The desk was busy, fast-paced and no two days were ever the same. That’s when I realised where I wanted my next career steps to take me. I wanted to know and learn more so, when the opportunity arose, I applied to manage the helpdesk team.

More recently my role has expanded to helpdesk, switchboard and compliance manager for our contract.

Can you tell us a little bit about your career history? 

Before Anabas I was a manager at a shoe shop. If you’ve worked in retail, you likely know the pain and joy of the role – particularly the challenges of difficult customers as well as problem solving. Retail taught me a lot, especially around customer service, the need for quick thinking, and the importance of a sense of humour. These are skills I take with me as I grow through my current role.

What are the main challenges you face in your role?

Keeping things current and relevant is a constant challenge. As technology changes our world, we can always be smarter. New and different software aids us in the way we work and captures more useful information quicker than ever before, for example, trend analysing at the click of a button. Despite being a challenge, however, it is exciting as there is so much information available – and with so many ways to use it, out the box thinking is encouraged for the next steps in the way we work and present ourselves.

What do you like most about your role and working in FM?

I like that no two days are ever the same. Each day brings with it a new challenge and being ready for it – whatever it may be – gives us the opportunity to shine and demonstrate our worth.

What’s been your biggest highlight whilst working at Anabas?

I have several highlights working at Anabas. Completing my FM apprenticeship was an opportunity to widen my knowledge (and freely dish out useful facts!). The course focused on different areas proving relevant to my role managing a busy facilities helpdesk. Much of what I learnt already existed in my role in some way however, understanding the relevance and the interlinking of information has given me a basis for decision making and driving my team in our work.

What advice would you give someone who is interested in working in FM?

Be yourself and be ready to take on new challenges.

Tell us how Anabas is #brilliantlydifferent?

Anabas offers a service tailored to different sites. We mould our services to the client and building needs, instead of offering one process to fit all sites. This makes Anabas stand out, and I love being part of the moulding process. When changes happen, we’re ready adapt to the building however it rolls.

To me, good customer service is… 

…great communication. Keeping people up to date and making sure they always know we are there to help is key! You want people to feel supported and understood, and never feel forgotten or less important.

What’s on your bucket list?

A road trip across America. And skydiving…but I might change my mind about that one.