Breaking the Mould: Administrative Excellence Redefined
The world of Executive Personal Assistance is evolving, and with it, the skills and strategies needed to excel. We’ve had the privilege of speaking with Zoe Hill, founder of Premier Admin Services and a 16-year veteran of the field, to gain a fresh perspective on what it truly takes to stand out in this dynamic field.
Q: What key lessons have you learned in your Executive PA career that have contributed to your success?
Hill: Two main lessons stand out:
Firstly, always be prepared for the unexpected. Even with multiple backup plans, unforeseen challenges will occur. These moments are significant in your administrative career. How you handle stress during these situations is key to your growth.
Secondly, view mistakes as learning opportunities. Most personal development comes from errors. While it’s not about repeating the same mistakes, when you do make one, take time to understand what went wrong and note the key takeaways.
Q: What important skills are necessary for success in administration?
Hill: Although where you work will make a difference in many responsibilities – someone working in healthcare administration will have wildly different tasks than someone in business – a person working in administration should have these 7 skills:
- Clear Communication: Effectively conveying accurate information across various platforms
- Adaptability: Navigating changes and challenges smoothly
- Strong Organisational Skills: Managing schedules, keeping records, coordinating meetings, and maintaining a tidy workspace
- Attention to Detail: Being meticulous, detail-oriented, and anticipating needs before they arise
- Time Management: Flexibly handling multiple priorities and deadlines efficiently
- Process Implementation: Creating efficient workflows for productivity
- Emotional Intelligence: Understanding and managing your own and others’ emotions, for strong relationships, conflict resolution, and effective support
Q: What unexpected skill should Professional Executive PAs and Executive PAs develop to excel in their careers, and how can this skill contribute to their success?
Hill: Surprisingly, one of the most important skills is networking!
Building a robust network enhances your career prospects and opens new opportunities. Networking allows you to connect with other personal assistants and experts while providing insights and support.
Q: You’ve mentioned networking as a crucial skill in administration. Why is it so important, and how can aspiring administrators build and maintain a strong network?
Hill: Interestingly, strategic networking is very beneficial in administration, regardless of the industry or role. It’s about building a network that enhances your career prospects and creates new opportunities.
I wish I’d focused on networking earlier! Once I began networking strategically, I expanded my business connections by 300% in less than a year, just by making a small effort.
Networking has boosted my confidence, especially in public speaking. It’s shown me that despite the often solitary nature of the Executive Assistant role, connecting with peers facing similar challenges is valuable. It’s a way to meet like-minded individuals, industry contacts, and engage with others on the same career path.
I’ve met incredible people through networking and feel truly honoured to know them.
Q: How do you approach problem-solving as an administrative professional?
Hill: With an extremely calm demeanour!
As an executive assistant, you’re the gatekeeper managing your boss’s domain. You control access to your executive’s time, schedule, and resources, playing an important role in their effectiveness.
While delivering good news is enjoyable, you’re also the go-to person when issues arise. You’re essentially the main problem solver. My approach is always “Don’t worry, I’ve got this,” which helps reduce stress in most situations.
It’s important to proactively consider potential challenges when managing projects. Have backup plans ready, including “Plan B” and “Plan C”. Anticipating and preparing for issues in advance allows for quick and effective responses when they occur.
Q: How do you stay current with the latest trends in your field, and how important is continuous learning?
Hill: Staying informed about your company is essential. Ask key questions, follow up on organisational news, and volunteer for projects that could impact work processes.
LinkedIn is a useful resource for professional updates and networking. It offers industry insights and connections with thought leaders. Currently, many EAs are focusing on Artificial Intelligence (AI). AI is changing the EA role by streamlining tasks and improving productivity, making it important for us to understand its applications.
Ongoing learning is vital. I’m a graduate of Pitman Training’s Executive Personal Assistant (PA) Diploma, which provided me with essential skills and knowledge. There are several free webinars that provide useful insights. Even short 45-minute webinars can significantly impact your career. By committing to continuous learning and adapting to new technologies, you ensure your value to your organisation.
Q: How has the administration field changed, and what trends do you see shaping its future?
Hill: I think it’s the same across any role and industry: the field is always changing, adapting to our evolving world. The most significant recent development is the introduction of AI. My advice is to learn as much about AI as possible – it’s here to stay. By utilising AI to your advantage in your daily tasks and activities, you can improve your performance and create opportunities for developing new skills.
Q: Can you share a challenging experience from your career and how you overcame it?
Hill: My biggest challenge was realising it’s okay to be undecided about careers at any age. Many people give up their passions because they feel too old to change careers by their mid-20s. This isn’t true – you can pursue your goals at any age if you’re determined.
It took time to understand this lesson, and I faced many tough decisions about my career direction. While life choices can feel overwhelming, learning to “go with the flow” is important. Now, I take each day as it comes.
Starting my business, Premier Admin Services, this year was a significant step. Moving from being an Executive PA to business ownership presented challenges, with changing customer demands and evolving project scopes. However, I’ve remained focused and calm. Each challenge overcome shows my growth and helps me discover where my career path naturally leads.
Q: What role has continued learning played in your career?
Hill: I’m passionate about learning, especially through hands-on experiences. I enjoy challenges and practical learning. My goal in networking is to learn from others, which is why I often attend conferences and actively engage at networking events.
Learning extends beyond formal settings. Training courses, like those at Pitman Training, offer structured, comprehensive experiences.
Webinars and seminars are also excellent options. Webinars offer the convenience of learning from anywhere and often feature interactive elements like Q&A sessions, live demonstrations, and discussion forums. Seminars, whether virtual or in person, allow for deeper engagement through hands-on workshops, networking opportunities, and real-time feedback. Finally, a great place to learn are relevant podcasts. Podcasts are a hot trend, and there are so many amazing ones to follow. They are incredible!
Q: Lastly, can you share a memorable experience that significantly impacted your approach to administration?
Hill: One day, I was asked to cover for a very senior Managing Director, who led a large team, while her Executive Assistant was on vacation for two weeks. I agreed to take on the responsibility. Initially, I approached the tasks somewhat half-heartedly. However, one day I needed to bring a document to the Managing Director for her signature. I handed her the document and requested, “Please sign this.” She inquired about the document’s content, and I responded that it wasn’t my document, implying that she should be familiar with it.
She sat back in her chair and asked me if I would sign something without knowing what it was. I replied, “No.” She then took time out of her very busy schedule to explain to me the importance of an Executive Assistant’s role. She emphasised that as an EA, I serve as the gatekeeper, ensuring that all matters are well understood to provide a seamless approach to every task, regardless of its size.
I left her office with a whole new perspective on the EA role and it made me realise that actually, I could truly own this role if I just stepped up and decided what I wanted to achieve from it and the relationships that I wanted to uphold. Everything changed from that point.
Key Takeaways for Executive Personal Assistant Excellence
Zoe’s journey offers valuable lessons for aspiring and current executive assistant professionals. Her experiences highlight the significance of flexibility, tenacity, and ongoing professional development in this ever-changing field. From her initial challenges to her current position as an industry expert, Zoe’s story exemplifies the power of determination and openness to new experiences.
For those contemplating a rewarding career or seeking to progress in their current role, Zoe’s advice is invaluable: view setbacks as chances to improve, remain open to change, and persistently pursue personal growth. With a positive attitude and the right skill set, you can achieve remarkable success in this essential and fulfilling profession.
We’re immensely grateful to Zoe Hill for sharing her wealth of knowledge and experiences. To find out more about Zoe or to connect with her company, you can reach out to Premier Admin Services.
Has Zoe’s story captured your interest in advancing your career?
With your Executive PA Diploma, you’ll gain world-class skills to secure a role as a valued, well-paid Personal or Executive Assistant. A Pitman Training diploma is one of the most prestigious courses you can take. In fact, Pitman is one of the most highly regarded training organisations in the world. All our programmes have a reputation for the highest quality of learning. Rest assured our executive assistant courses are of the highest calibre. Explore our website to discover more and take the first step towards a successful and fulfilling career.
