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| | Graduate Profile: Kate Higgs
Job Title: Customer Services & Communications Team Lead
Studied: BSc in Psychology and Philosophy at the University of Warwick
Started 2002
I joined ExxonMobil in 2002 after completing a degree in Psychology and Philosophy at the University of Warwick. Leaving University, I wanted to apply my skills in a commercial environment, although I wasn't entirely sure what area I wanted to work in and I didn't want to restrict my development opportunities. ExxonMobil with its diverse range of business lines and its strong Global presence offered me the freedom to do just that, both in terms of job variety and stimulating working environment.
I started working in Fawley as part of a team supporting manufacturing process applications used by refineries, chemical plants and lube blending plants across Europe. My first role was a challenge because it had a strong technical component which was completely new to me, and the applications I was supporting were vital in providing data for analysis and optimisation of plant operations. From the start I was working with people in all levels of the organisation across Europe, from plant operators to refinery managers. As my technical knowledge improved, I became involved in a number of small projects, and the deployments gave me the chance to visit many of the plants across Europe.
After two years I became a team leader with five team members reporting to me. The team was responsible for handling the software, hardware and telecoms requests for all UK and Ireland users. This role was a complete change from my first role, with the focus much more on people management and customer service.
My next role was in Site Services, as part of the team responsible for providing IT services to the Leatherhead site. This role combined the skills I had learned in my two previous roles, with elements of both technical knowledge and customer service. I had to work directly with the various Business Line Managers at Leatherhead and surrounding sites, to understand their needs and how we could best support them. I was also tasked with reviewing the Disaster Recovery procedures for the site and updating and testing them, which was a big challenge as Leatherhead is a hub site for the UK. The role was stressful but ultimately very rewarding and gave me an excellent insight into the key elements of our business and the infrastructure which exists to support it.
Most recently, I moved back into Customer Services, this time heading a team which is responsible for purchasing both equipment and IT services, as well as providing customer support. I have to work closely with the Procurement department and external Vendors to ensure that the service we provide to the business is maintained, and wherever possible, improved. The role has also introduced me to ExxonMobil’s planning, budgeting and cost management processes.
I am really enjoying my time at ExxonMobil and I know that I have developed my skills and knowledge immensely thanks to the opportunities offered to me. I look forward to the future with the confidence that I will be both challenged and supported in whatever role I take on next.
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