DONNA EVANS

Putting clients first through friendly service and clear communication

“I’m often one of the first people clients speak to when they join AAB, so making a great first impression matters to me. Whether I’m helping someone through onboarding, managing compliance requirements or answering questions along the way, my aim is always the same – to make things as straightforward as possible and ensure every client feels supported from day one. Behind the scenes, I work closely with colleagues to keep everything running smoothly. From HMRC authorisations and anti-money laundering checks to company secretarial work and client communications, I help make sure nothing gets overlooked and clients receive the service they expect.”

Variety every day

“One of the things I enjoy most about my role is the variety. Some days are spent onboarding new clients, setting up systems and making sure all the compliance requirements are in place. Other days involve coordinating workflows, answering client queries, supporting the wider team or helping resolve unexpected issues. While much of my work happens behind the scenes, it’s all focused on making life easier for our clients. When everything runs smoothly, clients can focus on running their businesses instead of worrying about paperwork or processes.”

People come first

“I’ve always enjoyed working with people. I wanted a role where I could combine organisation, communication and problem-solving while making a real difference to someone’s day. Many clients come to us because they’re unsure about a process or worried they’ve missed something important. I know those situations can feel stressful, particularly when regulations change or deadlines are approaching. That’s why I always take the time to listen first. Once I understand what’s worrying someone, I can explain things clearly and help them move forward with confidence.”

Helping clients overcome challenges 

“One client I recently helped had become increasingly frustrated with the new Companies House identity verification requirements. After receiving several reminders and running into technical issues, they were close to giving up altogether. Rather than simply pointing them towards the guidance, I took the time to understand where things had gone wrong and worked through the process with them step by step. Once we’d identified the issue, we were able to complete the verification successfully. What I remember most wasn’t fixing the technical problem. It was hearing the relief in the client’s voice afterwards. Turning a stressful experience into a positive one is one of the most rewarding parts of my role.”

Trust takes time 

“For me, strong relationships aren’t built through big gestures. They’re built by being approachable, following through on what you’ve promised and communicating clearly every step of the way. Over the years, I’ve learned that many problems can be avoided simply by keeping people informed. When expectations are clear and clients know what’s happening, they feel more confident and supported. One of the nicest compliments I’ve received is when clients tell me they feel reassured after speaking with me. Knowing I’ve helped take away some of the stress makes my job incredibly rewarding.”

Always learning 

“One of the biggest challenges in my role is keeping up with changing regulations. Compliance can feel complicated from a client’s perspective, so I see it as my job to simplify the process, explain what’s needed in plain English and make sure clients know they’re never dealing with it alone. I’m also continuing to develop my knowledge of company secretarial services and operational processes so I can provide even greater support as regulations continue to evolve.”

Better together 

“One of the reasons I enjoy working at AAB is the collaborative culture. Everyone is willing to share knowledge, support one another and work together to find the best solution. That teamwork doesn’t just benefit us internally, it means our clients have access to the right expertise whenever they need it. At the end of the day, my role is about making things easier. Whether I’m helping someone through onboarding, solving a compliance issue or simply answering a question, I want every client to feel they’re in safe hands.”