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A Day in the Life of Aaliyah Williams – Account Manager (365 TMS)

March 14, 2023

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In this months ‘A Day in the Life of…’  we had the pleasure of sitting down with our 365 TMS Account Manager Aaliyah Williams!

What does your average day-to-day look like?

It’s definitely a nice mixture of things; some days I’ll be on customer calls with Leeds or Thrive Tribe and have some internal meetings with maybe the development team or other members of the TMS operations team to work through project tasks or help out with system testing.

I’m responsible for managing the day-to-day operations of the NHS England team based in Leicester and where needed ill get stuck in and help with phone calls in the team if they’re busy and need a spare hand!

A big part of my role is managing the contract side of the NHS England contract and looking after dedicated transport teams. So, I would be their first point of contact should they need anything. I get to speak to so many different individuals throughout the business, but it usually depends on where clients are in their mobilization and the teams that they would need to speak with – which is where I would often get involved.

I work with development on how we do a particular part of a project that needs tidying up. Other days it might be a call with sales to say, you know, a client would like this bit of the functionality changing can you give me a price on how much it’s going to cost? But everyday isn’t the same as I get the chance to speak to different clients learn about their challenges and needs as well as getting to learn more about our colleagues and their expertise within the business.

Where did you work before 365 response and what made you choose 365 response as a place to work?

I was part of the NHS England team, and then was transferred over from Leicester Partnership Trust in August 2019.

I found it really interesting what 365 was doing and the different systems that they had built and the kind of customers they worked with. So when the operational data lead role came up towards the end of 2021, I applied for it because I knew it was something I really wanted to do and felt like I was ready to take on this new challenge!

Prior to joining though, I undertook lots of management training courses on leadership in general but also how to run and lead a contact center and quality management in the workplace. 

So when I saw that role come up, I thought to myself ‘Go for it’ that’s a bit of me, so I applied and next thing you know I got the job and I’ve carried on since.

What has been one of your favorite highlights so far at 365 Response?

Definitely coming in and working as part of the contact center as a call handler and now flipping over and actually being in charge of the contract – its definitely been a learning curve but ive enjoyed it! That moment was big for me and something that I was really interested in doing from the 2nd that I became an account manager.

It’s the service side that I’m really, really passionate about and I try to do my part every day just to make sure the team has got everything they need and operate as smoothly as possible. So it really is lovely to be able to play that active part in my team.

One of the best things about working here is that everyone’s really easy to work with. So if I do feel like I need a hand with something or need to address a problem, I know there’s always a person or team that I can rely on to help and that’s a huge bonus. We all plug in to support one another where needed – that’s exactly the kind of team you want to work in.

Switching off outside of work

I have a Chihuahua! His name is Marley and ive had him for a few years now; we spend a lot of time together and love our cold-day snuggles on the couch!

Im a true gym rat and love reading books – not much of a TV person!

Im currently reading ‘Them: Adventures with Extremists’ by Jon Ronson – It’s really, really interesting and one that you can really sink your teeth into.

A random fact about you that not a lot of people know?

I like to crochet in my spare time! It’s very similar to knitting but I find it a lot easier to work with.

I made lots of blankets and just random things here and there. I’ve also made a bed for my dog, things like headbands and tried to make a cardigan once, but I got very bored very fast!

The Future and beyond – what are you most excited about any new plans in the works?

The plan for me is really to expand my knowledge of RLDatix as a company, seeing what they have to offer and how it all fits in with what we do here at 365 Response. Im also keen to learn our internal systems like Flexiroute and build from there.

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