Having sparked a fire within, Hannah took a chance to try something new

Published: November 30, 2017

There is an increased sense of freedom and reassurance when a workplace offers room for growth, development, and movement. At Medibank, individuals come on board for the role they originally applied for but this doesn’t mean that’s where they will stay.

Medibank allows employees to explore new business areas and a variety of roles to help build their skills and experiences. Knowledge Management Analyst, Hannah Percival, grabbed this opportunity when she made the move from Customer Connect to Knowledge Management on a secondment.

According to Hannah, it was through her role in Customer Connect that she learned the complexity of servicing customers, which then led her to become more interested in being of assistance to her fellow employees.

“When I first started at Medibank, I didn’t know what Knowledge Management was and why it was so important. In my previous role in Customer Connect, I realised how vital it is to have a central resource to support our employees who help our customers.”

Hannah’s Customer Connect team.

Having sparked the fire in her, Hannah decided she needed to move from Customer Connect and into Knowledge Management. It took six months for an opportunity in the team to come up so, in the meantime, Hannah supported the Customer Retention Team with the new system rollout. In this role, she spent time writing instructions for the team, something she says definitely helped when applying for the role in Knowledge Management.

After spending time exploring other business areas, taking initiative and seeking opportunities, Hannah now spends her days focussing on customer experience, which she became passionate about during her time in Customer Connect.

Joining new areas of the business isn’t always easy. Just like with all new jobs, the start of the process is largely about learning the ropes of the role. Luckily for Hannah, she is part of a company that supports and encourages its employees.

“My teammates have been very understanding, especially in the beginning when I felt like I was asking a million questions. In saying this, I know I’m always able to approach colleagues within Medibank for advice regarding ongoing professional development.”

Hannah with one of her colleagues.

Hannah says that one of the best things about her new position is knowing that she’s not only making a difference to our customers, but also to our own employees.

“In my role, I help identify common themes to feedback and problems to really analyse the root cause, rather than just fixing the surface issues. Customer service is extremely important but in addition to this, we also want to help out our employees. That’s what makes me love where I am because now, I have the ability to contribute towards changes to the way we support our frontline teams.”

Outside of work, Hannah enjoys photography, visiting art galleries and getting out and about.

To wind down from work, Hannah makes sure to get out and about, whether it be enjoying nature or visiting art galleries.

“Most weekend or interstate trips revolve around going to gardens, galleries, and restaurants. We work hard during the week so it’s always nice to step back on weekends and do something completely unrelated. It’s my favourite way to reset the mind and bring energy back up ready for a new week!”


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