A call to serve

Before COVID-19

Back then, our admin team was entirely office-based. The desk phone never stopped ringing, and hot-desking was something only Londoners did. We commuted daily, sat beside our colleagues, chatted, learned from each other, and built connections face-to-face.

Business was conducted mostly via email, but physical post was prolific. Digital signatures were rarely accepted, if a provider allowed one, you had better still send the ‘wet’ signature by post…. just in case!!

We all had desktop computers and our own desk drawers, mine was full of snacks and colourful stationery (and, of course, very important paperwork).

Some consultants still worked from paper files, and the filing cabinets in the back could’ve used a serious re-organisation. Consultants were rarely in the office. They spent most of their time travelling to client meetings, calling us on route for updates on cases being processed.

The Frontline

My COVID-19 experience was far from typical. It wasn’t about Zoom calls or remote work, it was about empty roads, living away from home to protect loved ones, and methodically cleaning everything: defibs, BP cuffs, cannulas, stretchers, blue lights, and an endless amount of PPE.

The here and now 

Returning to Financial Services has been both a shock to the system and a boost to my sleep schedule. But more than anything, it has shown me how much forward momentum has been created.

Emails are smarter. Yes, we had spell check (thankfully) but now we have Artificial Intelligence (AI) making sure we have responded to an email we flagged days ago. We can send large documents digitally without worrying about attachment limits. The capacity for digital data sharing has skyrocketed.

Teams itself has evolved. External calls? No desk phone needed. File sharing? Seamless. Co-working on documents? Effortless. And yes, I love that we can send GIFs!

Work friendships still flourish, but now we build connections across continents thanks to Teams and screen sharing. We still learn from our peers but essentially the virtual world is our oyster.

But there’s a flip side. People are less likely to pick up the phone and more likely to send a message. We’ve emerged from COVID-19 a little more anxious, a little more isolated. It’s harder to ‘read’ colleagues we’ve never met in person.

While we relish in and thoroughly enjoy the flexibility of working remotely it is still important to check in with people as the human part of the job is essential.

For me, the most profound change has been our renewed focus on the environment. More companies are striving for net-zero. We print less, post less, and rely on automated systems. Digital signatures are now widely accepted, making processes faster, effective and more convenient for clients.

While I am not convinced that everything we do in work is better post COVID-19, I do think that that the human capacity for resilience and forward momentum should be celebrated and embraced.

The technology we use daily has changed how we work in such a short time, and it continues to make a massive impact on our day to day lives but while technology has transformed our workflows and broadened our horizons, it’s the people behind the screens who continue to make the biggest impact.

There is no doubt that the COVID-19 pandemic reshaped not only how we work, but how we connect, adapt, and find purpose. My journey from Financial Services to frontline healthcare and back again, has given me a unique perspective on resilience, innovation, and the human spirit.

As we move forward, embracing flexibility and sustainability, let’s not lose sight of the importance of empathy, connection, and the shared experiences that brought us here.