A licence to upskill

From self-doubt to leading with confidence

By Chloe Lloyd

 

My career journey hasn’t exactly followed a straight path. From early days filled with uncertainty to stepping up into leadership roles, I’ve faced challenges that have tested me and pushed me to grow. Along the way, I’ve picked up some invaluable lessons about resilience, believing in myself, and embracing change.

The early days: figuring it out

My career began in customer service, right at the front line, answering calls and solving problems. Back in 2017, when I first started taking on more responsibilities, I quickly realised that moving from being just "one of the team" on the phones to a leadership role was a tricky transition. At 22, I was still figuring out who I was professionally. I wanted to make a difference but also maintain the strong friendships I’d built with my colleagues. Balancing these roles - being a leader and a friend - forced me to rethink how I approached my work and relationships.

I came to understand that leadership isn’t just about overseeing tasks or guiding the team; it’s about earning trust and setting a good example, whilst at the same time making sure I’m approachable. I had to find that sweet spot between being seen as a leader who could make tough decisions and being someone the team could still rely on and connect with personally. By focusing on open communication and empathy, I discovered that it’s possible to lead effectively without losing the personal connections that make a team strong. Leadership, I realised, is about enhancing those relationships and steering them towards success.

Overcoming personal hurdles

One of the toughest lessons was learning to manage my emotions at work. I’m naturally passionate and, early on, I sometimes let my emotions get the best of me. Feedback felt personal, and I’d react defensively. But over time I learned to take feedback in my stride, to see it as a tool for growth rather than a personal critique, and separate my emotions from my professional responsibilities.

Self-doubt was another big challenge. I’d often find excuses to avoid tasks I wasn’t confident about or didn’t enjoy - classic ‘imposter syndrome’ stuff. With time, I learned to trust my abilities, push through discomfort, and ask for help when I needed it. It’s okay not to have all the answers; what matters is being proactive and finding solutions.

Stepping up as a leader

Taking on my current role as Service Operations Manager has been a huge milestone. Managing a team of highly skilled professionals—most of whom are male—comes with its own set of challenges. It’s an exciting environment that demands not just technical know-how but also strong leadership and confidence.
There was a time when stepping into this role would have triggered imposter syndrome and self-doubt. But my experiences have taught me to trust in my abilities and push through discomfort. I’ve realised that leadership is about guiding the team while staying approachable, and these lessons have been key to how I approach my role now.

Today I’m drawing on everything I’ve learned. I embrace my unique perspective as a strength and see managing a predominantly male team in a specialised field as a chance to bring fresh insights, and create a collaborative, inclusive atmosphere.

 

What’s next

Looking ahead, I’m excited about the future. My focus isn’t just on climbing the career ladder anymore; I’m more interested in making a meaningful impact. I want to lead by example, inspire my team, and help them achieve their own career goals. The journey is far from over, but I’m ready to face whatever comes next with the same resilience and determination that has brought me this far.