1. Fiona, you’ve been with the company for 6 ½ years; how has your journey evolved during that time?
When I first joined, I was manually monitoring the NCA registers as a backup to our technology solution. That role gave me a deep understanding of how our products work, not just technically, but practically. I learned the details behind the data, the compliance requirements and together with establishing relationships with the Regulators and clients, what our clients truly need.
Over time, my role evolved as the company matured. Initially, my role grew as the company found out I was familiar and competent in operating Xero, so I quickly became part of the finance team alongside my existing role! Likewise, with my event management, office management and PA experience, the breadth of my role soon increased immeasurably. I understood both the operational and technical sides of the business and so naturally became a bridge between teams, helping translate client needs into actionable items for engineers and explaining technical processes in a way the wider business could understand. It’s been incredibly rewarding to grow alongside the company.
2. You’re often described as the “glue” of the organisation. What does that mean to you?
I think being the glue is about connection. Every company has skilled people doing specialised work, but someone needs to connect the dots. I sit between teams – engineering, accounts, clients, HR, marketing and leadership, so I am well placed to ensure everyone is aligned and informed.
A few examples are onboarding and offboarding staff, setting up induction meetings and planning sessions, interviewing for new team members, procurement management, contract management, assisting with ISO compliance, organising all company off-site events and celebrations. These are just some of the operational parts of the company that I manage. I genuinely enjoy bringing people together, whether that’s solving a problem, clarifying a process, or organising a company meet-up so we can connect beyond work. Strong relationships are what hold everything together; it is something I take very seriously.
3. You’ve shown real longevity and loyalty to the company. What has kept you here for 6 ½ years?
For me, it’s about shared growth. I’ve widened my role with the breadth of my skills and knowledge across all business units in the company. I’ve also taken on additional responsibilities, and this makes my contribution have a meaningful impact. I’ve always been trusted to turn my hand to whatever’s needed, (those that remember the AA adverts “to our members, the AA is the 4th emergency service”, that’s me at Konsentus!), whether that’s client billing, working alongside our Finance Director, supporting the tech team operationally, assisting the sales and marketing teams, or helping shape internal processes.
There’s also something powerful about building institutional knowledge over time. When you stay, you carry the history of decisions, lessons learned and both in-house and client/external relationships. That continuity strengthens the whole organisation.
4. This year’s International Women’s Day theme is “Give to Gain.” How does that resonate with you?
My longevity at Konsentus ensures that my knowledge of our products or processes empowers others to work more effectively. When I support a colleague, either directly with their role or in a pastoral capacity, the whole team benefits. When we invest time in building strong relationships, trust grows. Giving creates confidence, collaboration, momentum and, very importantly, trust. A safe pair of hands is a good thing, when alongside a trusted shoulder and a trusted ear, that’s truly valuable.
5. In what ways do you “give” in your day-to-day role?
A big part of my role is making things easier for others to ensure the business runs as efficiently as possible. That might mean proactively solving directly work-related challenges, such as a billing query or a meeting or event that needs organising. My experience in my previous roles and the relationships I have with all stakeholders enable me to do things for others more quickly and efficiently than they could perhaps do themselves. This increases the efficiency of the company, so it really adds value.
I firmly believe that the only real difference in companies is the people. Within the company, I prioritise creating and maintaining connections, ensuring everyone feels valued, organising company meet-ups, encouraging collaboration, and making sure people feel included. Sometimes giving is simply listening and helping someone work through a challenge, whatever that challenge might be. Covid and lockdowns demonstrated this as many colleagues looked to me for support as they struggled during this time. Maybe this is why I am known to be the ‘office mum’..
6. You work closely with engineers but also manage client billing and accounts. How do you balance both the technical and operational sides?
My working background is a PA and Office Manager, so I am used to prioritising my workload and wearing more than one hat. Starting with manual monitoring of the NCAs gave me a solid foundation to truly understand our products at the core. I understand how the data flows and why accuracy matters.
That technical understanding allows me to have meaningful conversations with engineers and the technical team, while my operational role ensures clients receive a seamless service. I see both sides, which helps prevent silos. Ultimately, it’s about keeping communication open and making sure everyone understands the bigger picture.
7. What advice would you give to women building long-term careers in growing companies?
Be curious and be willing to step outside your job description. Some of my biggest growth moments came from saying, “I’ll help with that,” even if it wasn’t technically my responsibility. This has grown into others saying, ‘Ask Fiona to help with that, she’ll give valuable help and input’.
Also, build relationships. Technical skills are important, but collaboration and trust are what sustain long-term success. When you support others, they support you in return.
And finally, don’t underestimate the value of consistency. Showing up, learning, contributing. Over time, that compounds.
8. What does it mean to you to be featured for International Women’s Day?
It’s an honour, and the theme this year of “Give to Gain” reflects what I’ve experienced here. When we support each other, we all grow stronger. True connection is key, connecting the multiple initiatives across the company and having strong connections with individuals inside and outside the business makes all the difference. I have worked with some amazing women throughout my career and am still in regular contact with many of them after many years, it’s wonderful.
