Tracy’s career journey is a shining example of dedication, adaptability, and passion for excellence.
With nearly three decades of experience in the NHS environment, she has steadily risen through the ranks, demonstrating a hands-on leadership style and deep commitment to her team.
Beginning her career in 1995 as a domestic worker at the Royal Stoke Hospital, Tracy quickly proved her capabilities and developed a keen appreciation for her work. “I started as a Domestic to fit work around my family,” she recalls, “I found I loved the environment and the satisfaction of knowing our work helps patients feel cared for.” This passion and drive propelled her through supervisory and management roles to her current position as a Soft FM Services Manager at Harplands Hospital in Stoke-on-Trent.
A memorable moment in her career came in 2018 when her team transitioned from another service provider to Serco, following a change in the hospital's facilities management contract. Tracy reminisces about the experience: “When we transitioned to Serco, the CEO himself visited to meet the staff. It made us feel valued during a significant time of change.”
Now, Tracy manages cleaning, catering, and portering teams, ensuring high standards are consistently met in a demanding environment. Her leadership approach is grounded in mutual respect and active participation. “I wouldn’t ask my team to do anything I wouldn’t do myself. We’re all part of the same team, working towards the same goals.”
Tracy has embraced continuous learning, completing training such as the Six Sigma Yellow Belt course, which focused heavily on problem-solving. “For my project, I tackled laundry turnaround times, creating a system to track and improve returns. It’s great that Serco offers so many opportunities to learn and grow,” she explains.
Although opportunities to advance further have come her way, Tracy has chosen to remain in her current role to maintain work-life balance and job satisfaction. “I’ve done high-stress roles before, but I enjoy what I do now. It fits well with my life, and I find it very fulfilling.”
Recognition and mentorship are central to Tracy’s team culture. Initiatives like Employee of the Month and personal thank-you cards are key to building morale. “It’s important to let people know they’re appreciated. A simple thank-you goes a long way,” she notes. As a mentor, Tracy takes pride in helping others advance. “I support my supervisors through training and encourage them to step into my role when I’m away. Helping others develop is one of the most rewarding parts of my job.”
