Q-Who? Bridging the Gap Between People and Technology

Three years into her time at Q3, Becki McMillan looks back on her unconventional entry into FM and the impact she’s making as a CAFM analyst.

A unique pathway into FM

Once I left school, I trained as a racehorse groom and then did a couple of catering and FM roles alongside my Psychology studies. After graduating with my degree in 2022, I was offered a role at Q3 as an analyst.

I didn’t have any prior experience in this sort of FM role. Conducting research and statistical analysis during my Psychology degree did prepare me well, but I’ve learned many essential skills on the job. I think that speaks volumes about a training approach Q3 adopts very successfully. The leadership team is great at recognising potential in people from all kinds of backgrounds, matching them with the right roles and giving them space to learn once they join.

Connecting clients with technology

For my role, it’s important that I know Facilio inside and out. I make a point of learning as independently as possible because if a system issue ever crops up, I’m the one responsible for figuring it out. Facilio’s implementation team are still important though, as they are always available to support me with all queries and change requests.

I think this has prepared me well to act as that bridge between clients and their technology. Those I teach often don’t need to understand Facilio to the extent that I do, so I always try to make my guidance as simple and practical as possible. I like to avoid a one-size-fits-all approach, instead asking each user how they would like to learn. While some like to run through everything with me by their side, others want some time to try things out themselves. Either way, I always provide written instructions and narrated demo videos, giving clients the freedom to choose whatever works best for them.

Making an impact and finding satisfaction

Streamlining processes is often where I see my work adding the most value. When FMs are dealing with PPM compliance, something as simple as finding a PAT test certificate or the latest health and safety record can easily turn into a long, complicated task. I’ve been able to refine that into a simple three-step process that they can carry out independently. The positive feedback I’ve had on this has been incredibly encouraging.

I think this relates to where I get a lot of satisfaction from my role. Helping people get to grips with an advanced CAFM system is enjoyable but seeing them rely on me less and less over time, is particularly rewarding. Overall, it’s about finding that balance between helping people feel confident and independent, while still being the person they can turn to if they ever get stuck.

Now three years into the role, I’m enjoy that I’m able to manage the system, fix any issues and set up new processes – all of which wouldn’t have been possible without the years of support and training from Facilio. I know that they are confident in my ability to manage and make decisions about the system for both Q3 and our customers.

The benefits of a diverse team

I’ve come to see my unconventional route into FM as a real strength. Without years of industry habits or assumptions behind me, I naturally approach every client and colleague on the same level. It helps me stay curious, open-minded and fully focused on the people and problems in front of me.

That’s why I value Q3’s wider track record of recruiting from a range of backgrounds. Having such a mix of qualifications, interests and experiences makes for a great team dynamic that stands out in the industry. Diversity is always a strength and it’s something Q3 embraces really well.