Careers At CTS: Zoe Cooper, The Making Of A Key Account Manager
When you speak to Zoe Cooper about her career, one of the first things she’ll tell you is that nothing unfolded quite the way she expected. Yet looking back, every twist and turn from hotel lobbies to electronics labs to contaminated land forums, laid the foundations for the resilience, curiosity, and connection-driven leadership she’s known for today.
This is the story of a career built on unexpected opportunities, determination, and a deep belief in the power of relationships.
Where It All Began: A Story of Grit and Reinvention
“My first job, I was a holiday rep for five years, which I believe was the foundation to my resilience and character.”
Zoe’s early twenties were spent in the heat of European resorts, juggling guest complaints, late-night arrivals, and the unpredictable chaos that comes with tourism. It wasn’t your typical corporate training ground, but it prepared her for everything that came next. How to stay calm under pressure, how to read people, how to solve problems on the spot, and how to keep smiling through the unexpected.
When she returned home, she reinvented herself, a theme that would follow her throughout her career. She moved into account management with Farnell Electronics, a far cry from sun loungers. Determined to grow, she embarked on two years of night school studying electronic engineering. It was demanding, but it opened the door to her next opportunity, becoming a Business Development Engineer.
And then came the moment that changed everything.
“In 2001 I was approached by Severn Trent Laboratories, and I evolved into the TICC industry, which I have remained in for the past 25 years.”
From that point on, Zoe’s career gathered momentum. She stepped into roles such as National Account Manager, Business Development Manager, Business Development Director, and Key Account & Project Director, eventually reaching her pinnacle role as Key Account Director. It wasn’t planned, but it was earned. Every skill, every challenge, every late-night study session contributed to the foundation she stands on today.
A Path Not Predicted Especially for Women of Her Generation
Zoe didn’t grow up imagining herself in construction or environmental testing.
“I studied travel & tourism and marketing… In the 80s, life was different and not as many opportunities for women. So, my career was guided by the typical advisor in that era.”
Her original plan was hospitality or tourism management. She even attended Leeds Building College. One of only two female students at the time, years before the industry began to acknowledge the role of women in construction.
Yet her story is a testament to how careers can evolve organically when you stay open to possibilities.
The Phrase That Defines Her Career Start
If Zoe had to sum up the beginning of her career?
“Expect the unexpected.”
Why CTS?
Zoe joined CTS because of her firm belief that CTS is on an exciting journey
Zoe is the definition of relationship-led. She supports her clients from “cradle to grave,” seeing projects through every stage with a level of care that goes above and beyond. She values partnerships so much that many clients have become friends.
Her work sits at the heart of the organisation the bridge between customers and the wider Phenna companies.
“I often feel like I work for the client, and I value the partnership we hold.”
The Part of Her Role That Might Surprise You
Despite the seniority of her position, Zoe still learns something new almost every day.
“I had the basics from my electronic engineering past, but my knowledge has grown from being involved with schemes. We have the best designers, consultants, engineers, project managers, and quantity surveyors in our industry and every day is a learning day.”
Her technical development hasn’t been a straight line. It’s been shaped through inhouse support, hands-on involvement in schemes, collaborative problem-solving, and the expertise of her colleagues. CTS has continually supported her development through exposure to flagship projects and training across disciplines, creating a rich technical environment where curiosity thrives.
Proudest Career Moments
Two achievements stand out for Zoe, each representing a different side of who she is both professionally and personally. One of her proudest moments in her career was becoming a founding member of the Yorkshire Contaminated Land Forum (YCLF). It marked a defining point in her journey, showcasing her commitment to advancing the sector and contributing to a platform that brings experts together to share knowledge, raise standards, and influence change across the industry. It’s a testament to her drive, her curiosity, and her willingness to be at the forefront of important conversations.
Equally meaningful, though on a very different level, is her appointment as a magistrate. This accomplishment speaks to her character beyond the workplace — her integrity, her sense of fairness, and her dedication to serving her community. It reflects a quiet strength and a natural leadership that extends far beyond her role at CTS.
Making a Difference at CTS and Beyond
Her work influences more than individual projects. It strengthens CTS’s reputation for trust, partnership, and dependable delivery. As the link between clients and technical teams, Zoe ensures communication flows, expectations are met, and long-term relationships are nurtured.
She also champions continuous improvement in the industry, particularly in quality and health & safety, areas she has seen transform dramatically over her career.
And she’s passionate about the rise of women in construction!
“I love seeing females working within the construction industry, often understated, juggling work, home, and children with ease.”
Advice for Anyone Feeling Unsure at the Start of Their Career
Zoe’s advice is refreshingly honest:
“Give it time. Your career will be a big contributor to your life, it’s essential you enjoy your job, otherwise reconsider your choices. Yes, it’s challenging, demanding and fast moving… but phsshh, I love it!”
A Career Defined by People, Purpose, and Possibility
Zoe’s journey reminds us that careers rarely follow a straight line. They twist, stretch, surprise us, and occasionally catapult us into industries we never imagined ourselves in.
But with resilience, a willingness to learn, and a commitment to doing right by people, those unexpected paths can lead somewhere extraordinary.