I’m Sam Sharrock and I’m a registered physiotherapist by background. I joined Capita in 2016 as a Functional Specialist.
After several months of conducting clinic and home assessments, I was given the opportunity to work alongside a team of Quality Assurance Managers at our client, the Department for Work and Pensions (DWP). The goal was to work together to enhance the claimant journey and provide informal education sessions to DWP Case Managers on various health conditions. Eight years on and the knowledge I gained around the end-to-end process for a claimant – from application to assessment and decision – continues to inform my work today.
Upon returning to my role as a Functional Specialist, I had regular discussions with my Line Manager during my 121s about career progression and my ambition to explore a management path. Fortunately, a Team Manager position came up in my local area, and I successfully applied for it.
Despite lacking prior management experience, I received extensive training, both formal and informal through on-the-job learning, and progressed to shadowing my Line Manager and covering for her during her absence. When she advanced her career within Capita, I gladly assumed responsibility of leading our regional team. During this time, I continued to develop my skillset by participating in a Capita-funded Management and Leadership apprenticeship with an external provider.
After successfully overseeing regional performance for a couple of years, I was offered the opportunity to lead on our Service Improvement activity. This provided valuable insights into programme management and how to convert feedback into positive changes for claimants and colleagues.
From there, I was promoted into my current role as Head of Operations in Lot 5/Northern Ireland. The job is more strategic than my previous positions, and I’m accountable for the performance of our exceptional Functional Specialists and the services they provide to claimants. I particularly enjoy collaborating with my team to enhance our processes and engaging with our client, the Department for Communities, around all elements of our service delivery.
Reflecting on my journey within Capita, I appreciate the trust others have placed in my abilities and the investment made in my development. I’ve gained invaluable experience during my time here, and I wholeheartedly recommend joining us for the exciting opportunities ahead!
