Karen Firth

Customer Delivery Manager - Member Services

"The great thing about the AA is that they recognise you have a life outside work. I joined 13 years ago as a part-time Customer Advisor working evenings, which allowed me to look after my young daughter. I switched to part-time day shifts as a Call Handler when she went to school and it was only when she turned 11 that I went full-time.

"Being part-time because you have children or want to start a family doesn't hold you back. Despite spending many years as a part-timer, I've risen in the ranks to become a Customer Delivery Manager in the call centre. I've gradually stepped back from the operational side of things and become more PC-based. It's certainly a challenge; I have to think strategically and get to grips with analysing information. I'm also playing a big part in 'Learning to Lead', a three- to six-month programme aimed at helping Call Handlers to progress - memories of my own experiences have given me real insight.

"I'm now taking on a broader role managing the Quality team and getting involved in some meaty projects. If you want to get on, you can, although it's up to you to make it happen. I mentioned that the AA will go out of their way to help you - and it's also the kind of place where you can make lasting friendships - but it's no easy ride. You're expected to give 100% in return; it's very much a two-way commitment."