Harnessing the power of people

Tell us a bit about yourself and your role at giffgaff

I’m Susana. I’m originally from Lisbon, but proud to have my roots in the beautiful islands of Cape Verde. At giffgaff, I am responsible for Retention and Communications. I’m also a Mental Health First Aider, and a Coach.

How did you start your journey at giffgaff and what has it been like so far?

I joined giffgaff over 3 years ago. I remember visiting the (old) office, seeing people working from bean bags and thinking “I don’t think they work hard in this company!”. Little did I know I was wrong and that I was about to join one of the most hard working groups of people I had met. I quickly noticed that things were a bit different from what I was used to and that the learning curve was massive because I got exposed to so much in very little time. Things seem to happen so quickly and there is a willingness to keep improving that is motivating and pushes you to be the best version of yourself. Throughout these 3 years, I’ve had the opportunity to be part of great initiatives, help different communities and groups of people, develop myself and invest in my passion. Working at giffgaff has been pivotal for my personal and professional growth.

How do we do things differently at giffgaff?

There is a true culture of harnessing the power of people in whatever you do at giffgaff. No idea is too big, and everyone is empowered to take ownership for the projects they have in mind whilst collaborating with different people across the business to see them come true. But this doesn’t happen only amongst the employees. A big part of what makes giffgaff different is its community and how important it is to shape the future of the network.

One project that you’ve done at giffgaff that you are particularly proud of

In 2018, together with an incredible and talented group of people, I started the ‘yearly recap’ campaign that was very well received by our members. I remember being very nervous to launch the campaign because the timing wasn’t what I had in mind, and luckily my manager encouraged me to take the leap of faith and put it out there. It had an incredible response and members were delighted to receive it.

I also have to mention that I was particularly proud to take an active role in the conversations and actions around the BLM movement that happened in 2020. There was a big cultural shift and to be able to be open and honest in my workplace was truly important for me. It was encouraging to see that people within the business were interested in listening and learning but also in making a change. It’s not always an easy subject but it was important to be able to speak about it in the workplace and to have a platform that enables positive change.

How has giffgaff contributed in your growth?

It helped me tap into one of my great passions, that is coaching. A couple of years ago, a group of us had the opportunity to receive in-house training and it was a great taster for what would become something I truly enjoy doing, which is empowering people to become the best version of themselves. After that particular training, I joined a coaching training program with a diversity and inclusion lens that has not only allowed me to learn different techniques that can be used as a manager at giffgaff, but it also allowed me to develop myself massively last year. I also had the chance to be part of a mentoring program that was organised with The Girl’s Network, where I mentored a 14 year old girl from Zimbabwe. It was truly inspiring to work with this girl for 6 months and show her that someone coming from a similar background can reach new heights, and that it wasn’t impossible for her to do the same.

How does working at giffgaff help you with your work-life balance?

giffgaff has a very flexible approach to work-life balance. Our wellbeing is truly important and that is reinforced in every level of the company. Especially with the hardships that the pandemic has brought, it’s been fundamental to be able to pivot and find a way that is best for everyone whilst working from home. Sometimes I take the time to go for a walk during the day and step away from my desk and to be able to do it and then get back to work is a privilege.

Describe your experience and time at giffgaff in 3 words

• Growth
• Hard-working
• Fun