Today, we’re getting to know Sophie Lea, our Senior Operations Administrator and long-serving team member.

What are the main responsibilities/objectives of your role?

It’s my job to look after our MedCo cases, ensuring we meet the SLAs, provide a great service to both customers and clients and maintain our Tier 1 MedCo status. Whenever we have new customers on board, I take them under my wing, ensuring their cases are running smoothly and that they are happy with the service MLA is providing.

What challenges do you face and how do you overcome them?

It can sometimes be difficult to arrange appointments in rural areas, on specific dates that clients request. Luckily, we have a fantastic panel of experts up and down the country, enabling us to arrange appointments on a nationwide scale.

What do you enjoy most about your job and why?

I truly enjoy the challenge of achieving our targets and SLAs. It can sometimes be difficult, but it's rewarding when we do achieve them and we know we've done a good job.

MLA has lots of long-serving team members such as yourself, why do you think this is?

It’s amazing that 88% of our staff have been here longer than three years - we all get on really well and regularly help each other out.

What has been the greatest moment of your career at MLA so far?

It would definitely have to be my promotion to Senior Operations Administrator.

How would your colleagues describe you?

My colleagues would say that I’m helpful, knowledgeable and a team player.

What are you looking forward to in the next year for MLA?

We have recently achieved MedCo Tier 1 status, so I am looking forward to seeing the company continue to grow and expand.

As we believe our team is our greatest asset, we’re always investing in them and are proud to see them thrive as they take on new challenges and deliver on them. We’d like to take this opportunity to thank Sophie for all her hard work and look forward to the future working with her and our incredible team.

To learn all about our journey to becoming a Tier 1 agency, read our blog. Or, to meet more of our valued team members, please click here.