Next up in our Meet the Team series, where we’ll be talking to people across the business about what they do and why they do it, we speak to Jake Clarke, Group Head of Support Services at Kinovo plc.
MEET JAKE
Jake’s journey with Purdy began in 2019, where he initially served as an admin team leader. In 2020, he quickly progressed to the Customer Services Manager within Purdy. By 2022, Jake had joined the Kinovo Group as the Group Head of Support Services, reflecting his continuous drive for professional growth and impactful change. This swift progression is a reflection of his commitment to innovation and operational excellence. Tasked with integrating advanced technologies, Jake has driven Kinovo’s proactive service management and resource allocation. His dedication and strategic vision have positioned Kinovo at the forefront of industry innovation, ensuring customer-centric service delivery and continuous operational excellence.
Jake comments: “When I joined, I had two main goals: progression and driving positive change within the business. Over time, I’ve seen significant achievements, but I view it as an ongoing mission. One of my focuses is continuously improving the customer journey, ensuring that our processes and technologies are optimised to provide better service. I’m proud of the strides we’ve made, but of course, there’s always more to do.
A Day in the Life
“No two days are the same in my role, and that’s what makes it so exciting. My daily responsibilities are incredibly varied. One moment, I might be planning how we deliver customer services and the next, I’m discussing new technology implementations with customers or planning around security and hardware needs. Managing the customer service and support teams is a significant part of my job, ensuring that each department runs smoothly and effectively and has everything they need to be successful.
“Collaboration is a key part of my role, and I frequently coordinate with suppliers like MRI to develop our technology roadmap and implement various projects. From our MRI repair system to new client portals and subcontractor support systems, there’s always something happening. The diversity in my daily tasks presents new challenges and opportunities, making my job both demanding and incredibly rewarding.
Tackling Challenges
“One of the biggest hurdles I’ve faced is resistance to change. People naturally gravitate towards familiar routines, making the implementation of new systems quite challenging. It’s like handing someone an iPhone when they’ve been using an Android. Initially, it’s unfamiliar but eventually, the benefits become clear.
“To overcome these challenges, I focus on providing clear reasons for change, reassuring, and involving them in the process. Ultimately, it’s all about making them part of the journey so they understand and eventually advocate the change. By gathering feedback and ensuring everyone understands the purpose behind new initiatives, we can make transitions smoother and gain valuable buy-in.
Proudest Achievements
“Our cybersecurity achievements, particularly obtaining the Cyber Essentials accreditation, is something I’m very proud of. We’ve also made substantial improvements in our job management system, which utilises MRI Software, incorporating numerous innovations and automation to enhance our business processes. Implementing tools like the “find my engineer” feature, which allows customers to track their service engineers, has improved overall communication and operational efficiency. These initiatives have greatly enhanced our operations and service delivery.
“I am really pleased with the progress we’ve made and grateful for the support from the business. Everyone has been very receptive to the changes, which has been very encouraging.
Future Goals
“Looking ahead, I aim to further empower customers through technology. Our key future goals include enabling self-service options for residents/ customers to book services online, streamlining processes with a new version of the mobile app for operatives, and continuously driving innovation and automation to support business growth. This focus is all about making things more convenient for our customers.
In terms of my personal goals, they mostly align with our commitment to constant innovation and automation, leveraging technology to support the business. There was a need to grow my team and already, in the past six months, we have onboarded two new support analysts as well as a new position for a data analyst. The role is to evaluate all the data we have, analyse it and ensure it’s used to drive strategic, informed decisions, for both ourselves and our customers. While it may seem tedious, digging into the data we’ve already collated reveals real insights. This initiative aims to save the business significant money and enhance the customer experience. I’m confident in this direction and excited about its positive impact.
Clearing Up Any Misconceptions
“One common misconception is that IT changes are quick and simple. In reality, they involve a lot of planning, testing, and governance. Despite these challenges, we’ve expanded our support team, which has significantly improved our service delivery.
“To enhance transparency and communication, we plan to introduce a quarterly or monthly newsletter from the support services division. This will keep everyone informed about ongoing projects and their impacts, fostering greater understanding and appreciation for our efforts. I’m excited about the launch that will open up communication and keep everyone informed about our projects and their impacts.”
Lee, Cheif Operating Officer of Kinovo plc, adds: “Jake’s journey through the Group is a reflection of his dedication and talent. From his early days in the Purdy admin team to his rapid advancement to Customer Services Manager, and now as the Group Head of Support Services at Kinovo plc, Jake has consistently demonstrated his ability to innovate and lead. His vision and commitment to integrating advanced technologies have not only improved our operational efficiency but have also significantly enhanced our customer service experience. He’s been instrumental in positioning Kinovo as a leader in our industry.”
