My Job in 5: Priscila Heathcote

Describe your role.
I head the operations and customer service teams both in the UK and Canada, where we have offices. The focus of my role is to ensure that the everyday business activities run smoothly. I spend my time reviewing and evaluating business procedures, ranging from printing and warehousing to HR and recruitment.

What do you enjoy about your role?
I love the variety that my role brings and how there are new challenges each week. I am never bored! One day I can be working with our head of IT on an online portal for parents and homeschoolers so they can check answers to maths questions. The next day I can be training my customer service representatives on the new customers sign up process.

What are you working on at the moment?
We are investing heavily in technology, both internally and externally. It is crucial to have intelligent systems that work for your company. It helps us to be more efficient, productive and scalable.

What skills do you need for your role?
You need to be very organised and very good at problem solving. Things go wrong all the time, especially when couriers are involved, so having a plan B, C or D is crucial. The ability to communicate effectively with all stakeholders is essential, as well as a can-do approach to every challenge and hurdle that comes my way.

What advice would you give to those looking to work in the industry?
I worked in retail for most of my career and found the switch to publishing refreshing. There is a lot of experience out there, and people are willing to help so don’t be afraid to ask. For example, I had no idea what the difference was between saddle-stiched and perfect bound when I first started.