What does an average day look like for you?
Lesley Skilton serves as the Business Account and Development Officer in the newly-formed Rapid Diagnostics and POCT division.
Lesley has been with South West London Pathology (SWLP) for over a decade, starting in an administrative role when the organisation was newly formed. Her strong organisational skills and deep understanding of pathology operations quickly set her apart, leading to her promotion to Business Account and Development Officer. In this role, Lesley has taken on key responsibilities such as managing major client accounts like New Victoria Hospital and driving business development efforts. Her career progression at SWLP reflects her dedication and the significant contributions she has made to the organisation’s growth and success.
An average day for Lesley involves a blend of account management and administrative tasks, with a strong emphasis on customer service.
Lesley begins her day by checking emails, which is crucial for staying informed about any issues, inquiries, or updates from customers and colleagues. She receives a list of tests from customers, particularly her primary client, New Victoria Hospital. Lesley reviews these lists to ensure that all tests are progressing as expected and that the services provided meet the required standards. A significant portion of her day is dedicated to addressing any problems that arise, ensuring they are resolved before escalating. She maintains constant communication with the lab and her customers to ensure their needs are met and they are satisfied with the service.
Lesley attends meetings, such as service review discussions, where she assesses the quality of service provided and explores potential improvements. In addition to her main client, she also manages accounts for other customers, including the Royal Hospital for Neuro-disability and Parkside Hospital. This involves handling general inquiries and ensuring all private patient services run smoothly.
In addition to maintaining strong relationships with her current customers, Lesley is proactive in pursuing new business opportunities. She regularly follows up on potential leads, identifying areas where our services could meet the needs of new clients. This involves conducting thorough research, reaching out to prospective customers, and presenting tailored solutions that align with their requirements. Lesley’s ability to balance her commitment to existing clients with the pursuit of new opportunities ensures the continued growth and success of her accounts.
Lesley’s role is heavily focused on maintaining strong customer relationships, efficiently managing accounts, and ensuring high standards of service delivery.
What is your favourite thing about the job?
Lesley’s favourite aspect of her job is the interaction she has with her customers and her team. She enjoys working with a variety of people and values the relationships she builds, particularly the personal connection with her main client, New Victoria Hospital. This interaction is central to her role and brings her great satisfaction, especially when she sees that her work is helping to solve problems and improve services for her clients.
Lesley also highlights problem-solving as one of her favourite aspects of the job. She relishes the challenge of resolving issues and finding solutions, particularly when working with New Victoria Hospital. The ability to address problems, implement improvements, and see the positive impact of her efforts is something she finds highly rewarding. This aspect of her role, combined with the interactions with her customers and team, contributes to her overall job satisfaction.
Is there a moment you will always remember?
Lesley spoke passionately about the formation of South West London Pathology (SWLP), describing it as a pivotal moment in her career that she will always remember. Approximately ten years ago, she was involved in the creation of SWLP, which represented a significant shift in how pathology services were organised and delivered across south west London.
The formation of SWLP brought together multiple pathology services from different hospitals into a single, collaborative network. This restructuring was not only a massive undertaking but also a transformative process that required extensive coordination, planning, and problem-solving. Lesley highlighted the challenges and complexities involved, yet she also expressed a strong sense of pride in having been a part of this initiative.
The merging of services into South West London Pathology (SWLP) has also provided Lesley with the opportunity to liaise and meet with staff from other sites, which has been beneficial in numerous ways. This expanded network not only enhances collaboration but also opens doors for further growth and innovation, ensuring the continued success of her accounts.
For her, the formation of SWLP was about more than just merging services—it was about improving the quality and efficiency of pathology services for the entire region. The success of this collaboration has had a lasting impact on how services are delivered, and it remains one of the most memorable and significant experiences in her professional life.
How did you get into pathology?
Lesley’s entry into pathology was influenced by her mother, who worked at St Geroge’s medical school. Lesley’s mother knew the secretary to a professor in one of the labs, which were more separated at that time. The secretary mentioned to her mother that they were looking for someone to do some administrative work. This led Lesley to apply for the role, attend an interview, and secure the position, which initially was only a one-year contract.
Lesley hadn’t planned to pursue a career in pathology, but she ended up enjoying her work in the lab. What began as a temporary job turned into a full-time position, marking the beginning of her long and fulfilling career in pathology. Although she didn’t intend to stay in the field initially, Lesley discovered a deep appreciation for her work, which has remained a constant throughout the various roles she has taken on over the years.