As the CEO of people-centric call answering and live chat firm, Moneypenny, Joanna Swash has overseen rapid growth on both sides of the Atlantic. Upon her arrival as Commercial Director in 2005, Moneypenny’s team was comprised of only 20 people. Since then, however, an exponential rate of expansion has meant that the organisation now employs over 1,000 people – all whilst remaining a feature in the Times 100 Best Companies to Work For.

The business offers 24/7 coverage of calls and live-chat services for all types of clients, from sole-traders to global enterprises, across a whole range of industries. With over 20 million queries looked after and Moneypenny becoming a globally recognised and trusted enterprise, it might come as a surprise that Joanna and the team still adhere to the same principal value that attitude is more important than aptitude. After all, only one of those can be taught.

Given the visible commitment to people and culture she has so religiously maintained over her 20 years at Moneypenny, we could think of no one better than Joanna to ask for ‘Three Things’ – three pieces of actionable advice – for scale-ups building a cohesive and effective leadership team: an essential part of any successful scale-up.

Joanna Swash’s CV //

1996-1997: Sales Manager CF Technologies

2005-2016: Various Roles – Moneypenny

2016-2018: MD – Moneypenny

2018-Present: Group CEO – Moneypenny

number 1

Be transparent.

Sharing the good, the bad, and the ugly was something Joanna strongly encouraged. “It’s vital to have those difficult conversations, otherwise we end up with different people having different agendas, and that stunts growth. The worst times at Moneypenny came from misalignment, and that comes from lack of transparency.”

number 2

Remain true to your purpose.

“You need to consistently remind yourself of what you set out to do in the first place,” Joanna argued. “It’s essential to keep your purpose at the heart of your strategy, your culture, and your corporate identity, no matter how big your business grows.”

number 3

Remain true to your purpose.

“You need to consistently remind yourself of what you set out to do in the first place,” Joanna argued. “It’s essential to keep your purpose at the heart of your strategy, your culture, and your corporate identity, no matter how big your business grows.”

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Watch a full recording of Joanna’s Three Things speech on our Youtube channel. Is your business affected by an issue similar to those discussed in this article? Apply to All Together today for up to 5 hours of pro bono advice from one of Britain’s leading CEOs.