So how does that kind of relate to your world?

I think sometimes you've got to take initiative in a lot of things and, you know, sometimes working with complaints and working at complaints at a very high level, you've got to do things outside the box quite a lot of the time, you know, not follow certain policies and follow, The norm, if that makes sense.

And that can be done in many different ways.

I think a certain experience I had recently was a vulnerable customer, quite elderly, and they'd just lost a partner.

They did have a debit on the account, which was basically an unpaid bill, which we decided to waive for them.

So we put a credit onto the account and that was that, basically.

Now, what we didn't realise was every time we put a credit onto this account, there was an allocation error where it was put onto a different account instead.

We've got AI going on in the industry, it's technology, but why is it a good place to build a career right now?