January 13, 2025

We sit down for a Q&A with Jo McQuade, Helpdesk Operations Lead at our Business Support Centre, to learn about her career to date and the value of apprenticeships for adults.

Can you tell us a bit about your career history?

I started my career at the KP crisp factory, working there for 14 years in total. Initially I worked night shifts, before progressing to a team leader position within the quality department.  

In 2001, as my children were growing up, I made a complete change to work as a customer service agent at Barclaycard. I again worked my way up to team manager, managing 16 frontline customer service agents. After being made redundant from Barclaycard, I joined Anabas in June 2013.

How has your time with us looked so far?

My first role here was Helpdesk Administrator, working on a large contract that covered over 70 sites nationwide.  

In 2016, I was promoted to Account Executive and delivered the admin and day-to-day management of one of our key contracts for around three years. I have also worked at other client sites as helpdesk cover due to holidays, absence and training. It’s a great team – we all support each other, like a little work family!

What does your job involve?

As part of the helpdesk team, client satisfaction is always my key focus. Attention to detail is so important, so that we meet client expectations and ensure they are satisfied with the service they receive. 

This involves a lot of multi-tasking, with clients in several industries each having their own requirements and ways of working. My facilities apprenticeship played an important part in shaping how I tackle these challenges. 

Every day is different in my job, and I never know what the day ahead will bring. This is something that I really love as it keeps things interesting and exciting. This role definitely keeps me on my toes, and I love the challenge!

Why did you choose a facilities management apprenticeship?

There’s a lot said about apprenticeships for school-age learners, but I discovered there are also plenty of adult apprenticeships, too. Regardless of your age, there are so many courses offering a diverse learning experience, which is something that really interests me. 

My apprenticeship with Lifetime Training allowed me to significantly develop my skillset and knowledge so that I have the ability and also confidence to succeed at Anabas. 

Completing my Level 3 Team Leader/Supervisor apprenticeship in 2021 and achieving a distinction is a definite highlight for me, and something I’m very proud of.

What was the biggest challenge in your apprenticeship?

When I began my course, I struggled to manage the balance between working and studying. It was proving difficult to find the time to complete my studies and this was a concern for me. 

However, my apprenticeship allowed me to learn at my own pace and I soon settled into a routine. With the continuous support and guidance from the team at Anabas, I found it a much more manageable and enjoyable experience.

What do you think of Anabas as an employer?

Anabas is a great company to work for – it really cares about its employees’ wellbeing and is extremely supportive. The company is constantly looking at ways to improve and always listens to our ideas and suggestions, which makes me feel proud to be part of a fantastic team.

What advice would you give to anyone considering an apprenticeship?

If you’re in a position where an apprenticeship is an option, then go for it. It’s a great way to improve your employability, as well as receive recognised qualifications and advance through the levels. 

And don’t be put off because of your age. There are plenty of apprenticeships for adults, and there’s always a benefit to learning new skills. Just like the courses for younger people, adult apprenticeships offer fantastic opportunities to gain qualifications, progress up the career ladder and increase earning potential. 

Be prepared and be selfish, because at the end of the day… you only get out what you put in! 

For more information on apprenticeships at Anabas and to see our latest vacancies, check our careers page or follow us on LinkedIn.