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Stories from Professional and Support Services

Karen Fitzpatrick

Manager, Customer Complaints Team, Group Property & Facilities Management


What does a day in Bank of Ireland look like?

My working day normally starts at 8am. I start my day by catching up on my emails and voicemail to establish if any urgent issues have come into the department since the previous evening. Around 8:30 I get a coffee with my line manager and we chat about priorities, potential issues and plans for the day. I work with my team lead to ensure that the team are focused on the priorities for the day ahead.

My team acts as the "voice of the customer" and we work with other business areas to ensure the appropriate and timely resolution of customer concerns.

I manage 28 staff, and I believe it is important to recognise that they are all different, with individual needs and personalities. Some people require a different style of management and everyone has their own development needs. I am a hands on manager, and support and direct my team as much as I can in order to deliver on our customer service goals.


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What's the best thing about your job?

Every day is different. I get to engage with lots of colleagues from throughout the Group, and I really enjoy leading my team. The department is a busy place to work, and I feel that I am always learning something new, and developing my skills and knowledge.

I am also engaged in external studies, supported by the Bank. This gives me the opportunity to further develop my skills and enhance my career prospects for the future.

What challenges you in your job? 

Individuals can be challenging and demanding, but by being open, listening and being very clear in your communication, you can deal with most issues.

What gets you up in the morning?

I love my job. I enjoy going to work, and I have a good relationship with the other managers in the area. I also have a lot of respect for my line manager who gives me the space to do what I do best.

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