Episode GuestDominic Burrows is an Executive Team Manager at Virgin Media O2, leading teams that resolve complex customer issues while developing future leaders. He is passionate about customer trust, resilience and helping people grow through great leadership.Episode PartnerThis episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country.Chapters0:00 Why I Wanted to Be a Millionaire1:29 Introduction2:37 Studying Marketing and Landing My First Sales Job4:22 Why Money Isn't Everything5:08 The #1 Skill You Need in Sales5:59 Starting at Virgin Media O26:42 Why Customer Service Builds Great Leaders7:59 What It's Really Like Managing Customer Complaints9:03 How to Build Customer Trust9:51 How I Got Promoted to Team Manager10:49 What Makes a Great Leader?11:50 The Book Challenge12:19 Going Above and Beyond for Customers14:35 Skills You Need to Succeed in Customer Service15:22 Why I Chose a Career in Telecoms16:12 Why Telecoms Is a Great Industry to Join17:20 What Customer Trust Really Means18:01 Helping Hundreds of Customers19:56 Staying Positive When Every Day Brings Complaints20:43 Why Every Complaint Is an Opportunity21:05 My Duvet Flip22:02 Final ThoughtsDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counselling, financial guidance, legal consultation, or mental health support. Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here:https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode Guest:Samreen Khan is a Store Leader at Virgin Media O2 with over seven years' experience in telecommunications, progressing from sales into leadership. She is passionate about developing people, coaching high-performing teams, and delivering exceptional customer experiences.Episode Partner:This episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country. Chapters:0:00 Introduction2:42 Meet Samreen: From Student to Store Leader3:22 Starting Work at 18 and Finding an Unexpected Career4:32 Why Stepping Outside Your Comfort Zone Matters5:59 Learning to Deal with Customers Every Day7:15 Building Resilience While Living with Anxiety8:28 Why Great Customer Service Is About How People Feel9:50 Falling Into a Career in Telecoms11:04 The Skills Every Young Person Needs at Work12:15 The Family Story That Built Samreen's Drive13:28 The Book That Changed Samreen's Perspective on Failure14:47 Turning the Region's Worst Store into One of the Best16:18 Leading a Team Through Consistency18:17 Why Caring About People Makes You a Better Leader20:10 Why Samreen Loves Working at Virgin Media O221:11 Helping Young Team Members Grow22:11 Career Progression at Virgin Media O223:13 Samreen's Duvet Flip24:25 Final ThoughtsDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counselling, financial guidance, legal consultation, or mental health support. Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here:https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

About GuestSam Collier is the Chief Operating Officer at Achieve Together, one of the UK's leading social care providers. Having started his career as a support worker, Sam has spent more than 25 years championing high-quality care and creating opportunities for people to live their best lives.About Achieve TogetherAchieve Together supports people with learning disabilities, autism, mental health needs, and complex health conditions to live independently in their communities. With more than 6,500 employees across England and Wales, the organisation helps people lead ordinary lives in ordinary homes with the right support.Chapters0:00 Introduction2:06 Sam's First Jobs and Early Lessons3:09 Why Social Care Became Sam's Purpose5:32 Sam's Advice for Anyone Considering Social Care7:46 How to Be Your Authentic Self in Interviews9:42 How Values Evolve Throughout Your Career11:02 Why Social Care Is a Professional Industry12:42 Young Sam Never Planned to Become a COO15:07 Inside Achieve Together and Its Mission17:07 What a Group COO Actually Does18:26 How Sam Manages 6,500 Employees19:34 The Skills Needed to Become a COO21:45 What Sam Loves Most About Leadership23:19 Opportunities Across Achieve Together24:53 Apprenticeships and Career Progression26:35 How AI Is Transforming Social Care28:22 Sam's Invisible Success: Never Give Up29:46 Sam's Duvet FlipEpisode Partners:Compare the Market Discover how you can make a difference at Compare the Market, the company behind one of the UK's most popular comparison sites. From tech and data to marketing and operations, they're on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode GuestJosephine Parmee is Head of Social Equity at Virgin Media O2, where she leads initiatives focused on digital inclusion, online safety, and helping people thrive in an increasingly connected world. With a background spanning human rights, consumer rights, and social impact, she is passionate about using business as a force for positive societal change.Episode PartnerThis episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country. Chapters0:00 Introduction2:04 Meeting Josephine Parmee3:18 How Josephine's Career Started4:50 Advice for Speaking to Senior Leaders5:58 14 Years in Human Rights and Social Impact7:28 Adapting to New Organisations and Roles9:02 The Skills Needed to Influence Change11:43 What Does a Head of Social Equity Do?13:07 Why Digital Inclusion Matters13:44 The Reality of Digital Poverty in the UK15:13 Tackling Digital Wellbeing and Online Safety16:25 How Virgin Media O2 Supports Digital Wellbeing19:31 Connecting People to What Matters Most21:38 Why Josephine Chose Telecoms22:20 The Side Project That Changed Her Career23:55 Why You Should Create Opportunities Outside Work25:31 Finding a Career in Digital Consumer Rights26:29 What Virgin Media O2 Taught Josephine About Trust27:30 Why Career Paths Are Never Linear28:04 The Power of Following Your Passion29:22 Josephine's Duvet Flip30:40 Final Reflections on Digital InclusionDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counselling, financial guidance, legal consultation, or mental health support. Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here:https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode GuestRachel Riley is an English television presenter. She co-presents the Channel 4 daytime puzzle show Countdown and its comedy spin-off 8 Out of 10 Cats Does Countdown. She is a mathematics graduate.Episode Timestamps:00:00 The #1 Predictor of Success00:25 Meet Rachel Riley02:11 Rachel's First Job Paid £25 a Week04:14 Why Rachel Has Never Been Able to Waste Money05:01 From Oxford Maths to the Financial Crisis06:39 How Rachel Accidentally Got the Countdown Job08:23 Rachel Ate One Shreddy Before Her Interview09:54 The Call That Changed Rachel's Life11:44 How Rachel Spots Good People13:26 How Rachel Stayed Grounded on TV15:07 Why Rachel Believes Everyone Has Imposter Syndrome16:37 The CBT Lesson That Changed Rachel's Life18:16 What 250 Stages Taught Rachel About Confidence19:51 Why Rachel Thinks Learning to Fail Matters21:05 Rachel's Obsession With Puzzles & Numbers22:12 Why Rachel Wants More Girls in STEM23:08 Why Rachel Believes Numeracy Changes Lives25:59 Encouragement Comes Before Confidence27:01 Rachel's Growth Mindset Formula28:43 Rachel on AI, Technology & Future Careers29:06 The Film Rachel Thinks Every Young Girl Should Watch31:06 The Teacher Who Believed in Rachel32:43 Why Rachel Supports National Numeracy34:50 Rachel's Best Money Advice37:03 Why Schools Don't Teach Real-Life Money Skills38:49 Rachel's Invisible Success Habit39:38 Rachel's Take on "Fake It Till You Make It"41:16 What Gets Rachel Out of Bed Every Morning42:15 Final ThoughtsEpisode Partners📊 Compare the MarketDiscover how you can make a difference at Compare the Market, the company behind one of the UK’s most popular comparison sites. From tech and data to marketing and operations, they’re on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you’re struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you’re struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Alice Peacock is a Problem Manager at Virgin Media O2, responsible for investigating major network outages and putting permanent fixes in place for millions of customers across mobile, fibre, TV and business services. She started her career at 16 flipping burgers at McDonald's on Streatham High Street. After nearly two decades away from the workplace to raise her family, she returned through O2's Career Returners Programme — and hasn't looked back. Eight years in, her colleagues assume she's always been part of the furniture.Virgin Media O2 is one of the UK's largest and most recognisable connectivity brands, delivering mobile, broadband, TV and business services to millions of customers across the country. Chapters00:00 Introduction & format explainer01:57 Meet Alice03:37 First job: McDonald's at 1605:56 What young people should know about starting work06:50 Alice's career break and the M&S chapter07:52 How to get back into the job market09:14 The O2 Career Returners Programme10:17 Transferable skills from a career break11:08 "Mum, I earn more than you" — the moment that changed everything12:05 Imposter syndrome in tech14:32 Why feedback matters16:09 17 years away — and back like she never left17:00 Getting paid to eat food and drink Prosecco17:52 Why Alice chose Virgin Media O219:41 What a Problem Manager actually does day-to-day21:08 When McDonald's is your client23:18 Why customer trust is everything23:45 Alice's Duvet Flip momentEpisode PartnersThis episode is part of My Duvet Flip's Choose Customer series, produced in partnership with Virgin Media O2. Disclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counselling, financial guidance, legal consultation, or mental health support. Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here:https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here:https://www.nhs.uk/mental-health/

About CharlotteCharlotte Low is the COO at Colosseum Dental UK, overseeing 80 dental practices across England and Wales. She started work at 15, skipped university, qualified as an accountant, and spent years across multiple industries before finding her home in dentistry. She now sits on the executive board and has led a culture transformation that cut staff turnover from 55% down dramatically by putting people first.About Colosseum DentalColosseum Dental is Europe's largest dental group with over 630 practices across the continent and 80 in the UK. They offer career pathways from dental nursing apprenticeships through to clinical and operational leadership, and are passionate about making dentistry accessible for people from all backgrounds.Chapters00:00 Introduction02:30 Charlotte's first job at 15 and working across generations08:00 Why she chose not to go to university14:00 Her first office job and what it taught her about leadership22:00 Finding her way into the dental industry30:00 What the COO role actually involves day to day38:00 How Colosseum Dental cut 55% staff turnover46:00 Partnering with Great Place to Work54:00 Apprenticeships and careers in dentistry01:02:00 Advice for young people starting outEpisode Partners:Compare the Market Discover how you can make a difference at Compare the Market, the company behind one of the UK's most popular comparison sites. From tech and data to marketing and operations, they're on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you're struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you're struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode Guest:Prashant Narula is Managing Director of Ciklum UK, where he helps organisations use technology and AI to build better products and experiences. He is passionate about leadership, resilience and helping people grow through honest, values-led careers.Episode Chapters:0:00 Introduction0:19 Why success is about what you give, not what you get1:00 The true traits of a great leader1:55 Meeting Prashant Narula2:14 Prashant’s first job on the factory floor3:09 The importance of a great manager early in your career4:31 How honesty landed Prashant his first role in tech5:28 Why honesty, resilience and reliability matter most7:21 Why resilience is more important than ever today8:41 Build a multi-skilled support network10:08 How to network by giving value first11:24 From beginner to leadership roles in hypergrowth companies12:30 Leading teams through tough times13:04 The leadership principles that actually work14:48 Enabling teams vs micromanaging15:02 Can everyone become a leader?16:21 Career advice that changed everything17:02 Make your work visible to leadership18:52 When careers feel messy and chaotic19:42 Why chaos early in your career is a good thing20:22 Lessons in resilience from Ukrainian teams22:51 The importance of understanding different cultures24:05 Why learning never stops25:02 The power of 30 minutes of daily learning27:30 Why you shouldn’t compare your career to others27:39 Inside Ciklum and what they do31:01 The risks and opportunities of AI32:09 Why now is the best time to join Ciklum33:29 The invisible habits behind success34:22 Stop worrying about what others think36:23 Final thoughts36:47 Prashant’s duvet flipEpisode Partners:📊 Compare the MarketDiscover how you can make a difference at Compare the Market, the company behind one of the UK’s most popular comparison sites. From tech and data to marketing and operations, they’re on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you’re struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you’re struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode Guest:Alan Vallance is Chief Executive of the Institute of Chartered Accountants in England and Wales (ICAEW), a role he took up in April 2024. He is an ICAEW Chartered Accountant and an experienced leader of major professional bodies, having previously led the Chartered Insurance Institute, the Royal Institute of British Architects and held senior roles at the Law Society.Episode Chapters:0:00 Introduction0:23 Meet Alan Vallance, CEO of ICAEW1:03 The Power of Networking in Your Career1:18 Why Networking Is Non-Negotiable1:22 What Gets Alan Out of Bed (His Duvet Flip)1:56 First Jobs and Early Career Lessons3:08 The Importance of Teamwork Early On3:46 Passion, Cars and Career Direction5:07 Rejection vs Redirection6:28 Why Getting a Job Is a Full-Time Job7:02 Why Personalised Applications Matter8:00 How to Be Authentic in Interviews9:25 Biggest Job Application Mistakes10:36 The Reality of Today’s Job Market11:41 60,000 Applicants for 2,000 Jobs12:25 Why You Shouldn’t Apply for Too Many Jobs13:12 Lessons from EY and Becoming an Accountant14:46 Accountancy vs AI: Is It Future Proof?16:24 How AI Is Changing the Profession18:21 Why Accountancy Is Still a Great Career20:10 Moving to Australia and Global Opportunities22:49 Leadership, Crisis and the Weather Bureau24:23 The Power of Your Network26:29 How to Grow Your Career the Right Way27:54 What ICAEW Does and Why It Matters30:22 Building Careers and Changing Lives32:18 Alan’s Duvet FlipEpisode Partners:📊 Compare the MarketDiscover how you can make a difference at Compare the Market, the company behind one of the UK’s most popular comparison sites. From tech and data to marketing and operations, they’re on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you’re struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you’re struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/

Episode GuestAndrew Hawkins is Technology Director at Compare the Market, where he focuses on building world-class engineering capability and helping teams embrace AI-led transformation. He is known for his thoughtful, people-first approach to leadership, with a strong emphasis on curiosity, impact and continuous learning.Episode Timestamps:0:00 Introduction0:22 Andrew’s first job and early career lessons2:14 Taking risks and stepping into the unknown3:40 The failure that changed Andrew’s career4:39 Failure is framing: a powerful mindset shift5:34 Using failure to build resilience and confidence6:06 Curiosity, open-mindedness and career growth7:22 How to become more curious in your career8:17 Dropping fear and leaning into new opportunities9:20 Why AI feels like the early internet10:04 How to think about AI in business and problem-solving11:02 Why AI won’t replace engineers12:27 Andrew’s non-linear career journey13:09 Do what makes you happy and plays to your strengths14:11 Why traditional career advice is broken15:03 Transferable skills from unexpected jobs15:37 Why having fun at work matters16:31 Handling periods when you don’t enjoy your job17:14 Self-awareness and taking responsibility for change18:10 When to adapt vs when to move on19:05 How Andrew joined Compare the Market20:07 The role of AI in business transformation21:04 Why company values matter when choosing a job22:46 Top interview tips to stand out24:07 Building rapport and being yourself in interviews26:15 The best question to ask in a tech interview27:34 How companies should approach AI transformation29:20 Becoming a world-class engineering organisation30:19 Why now is the most exciting time in tech31:38 Lessons from the early internet boom32:32 Will AI replace human conversations?32:50 What keeps Andrew motivated at Compare the Market34:11 Why technology is all about people34:44 The best career advice Andrew follows36:12 Andrew’s duvet flip: making an impact every day37:05 Final thoughts and reflectionsEpisode Partners📊 Compare the MarketDiscover how you can make a difference at Compare the Market, the company behind one of the UK’s most popular comparison sites. From tech and data to marketing and operations, they’re on a mission to simplify decisions for millions.https://bit.ly/4i53SvjDisclaimer:The content provided on Duvet Flip is for informational and entertainment purposes only and should not be considered professional advice. The views expressed by hosts, guests, brands or contributors are their own and do not necessarily reflect those of the show's producers, sponsors, or affiliates. The information shared is not a substitute for professional advice, including but not limited to career counseling, financial guidance, legal consultation, or mental health support.Listeners and viewers are responsible for their own decisions and actions based on the content provided, and Duvet Flip assumes no liability for any outcomes resulting from reliance on the information shared. By engaging with the show, you acknowledge and agree to this disclaimer.If you’re struggling with debt, trusted advice and free support can be found here: https://www.gov.uk/debt-adviceIf you’re struggling with mental health of any kind, you can find free support here: https://www.nhs.uk/mental-health/