Delivering service excellence 24/7

Service improvement is my thing, which means I believe everything a person, team or company does should result in tangible improvements and a better experience for all.

One of the reasons I’ve always been drawn to service is that it consists of both tangible and intangible aspects. The tangibles are usually how the service is delivered, what a customer expects and what they pay for. The intangible aspects of a service are the elements you can’t buy; the extra mile, the surpassed expectations and the perception. Companies that deliver great service are usually hyperaware of the position of the customers consuming their service but crucially are able to manage their Customers’ perception.

My career move decisions to date have always been a combination of the opportunity available but with weighted factors such as job security and the added kudos of having a mega brand on my CV aiding my decision. This time was different. Form3 is not quite the mega brand yet but it has big ambitions and the second I walked through the office doors at Form3 I knew I had joined a unique group of people.

Service Operations at Form3 is a breath of fresh air. Using the latest technology means that servicing customers is smooth and efficient. When it isn’t going smoothly, there are embedded tools, protocols and processes in place to manage and resolve incidents quickly – usually before customers are even aware. Caring deeply for our customers is one of our values and it means our on-call teams occasionally get woken up at 02:00am on a Saturday night by automated platform alerts. No matter how long it takes, these are checked, managed and always resolved.

The delivery of the Form3 service through continuous deployment means that our platform is more stable and robust and is less susceptible to impact while making a technical change. Form3 has made over 1000 updates to its platform through this continuous development approach and deployed in real time, without disruption. Our engineers have the ethos of “you build it, you run it”, so its usually built right first time.

Although I’ve spent almost 15 years in Operations, I really feel like I’m learning new things every day and bringing value to the team.

Form3 is scaling up in 2020 so if you are someone with drive and passion who wants to be part of something special in Fintech disruption, follow Form3 and keep an eye on our careers page.