Sarah Brown
Service Delivery Manager
What’s your current role, and what do you do day-to-day?
I’m the Service Delivery Manager, which is a leadership role in Saltire’s 247 call centre. The main priorities for me on any given day are;
- Provide leadership, development and coaching of Team Leaders and Agents
- Ensure effective and consistent communication through the teams, encourage feedback and customer insight in order to enhance the customer experience
- Continually seek to improve and enforce new processes and technologies that add value to the business
- Maintain direct relationships with clients
- Ensure all data protection, health & safety and other legislative requirements are applied and enforced
- Be responsible for discipline and professionalism of the Call Centre/Admin Teams
- Champion and enforce the adoption of the business culture, values, mission and strategy
- Responsible for rapidly escalating concerns
- Accountable for meeting departmental objectives
- Ensure all disciplinary matters are dealt with in line with company practice and procedures
How long have you been at Saltire? How has your role progressed over the years?
I have been with Saltire for just over ten years. I started when I was 16 as an apprentice, and two years later I was offered a full time position in the administration department. In 2017 I was successful in my interview for the Operations Analyst role to work alongside the Team Leaders and Managers.
In 2019 due to the growth of the business there was another position available for a Team Leader which would involve managing the gas service and maintenance team; I took my chance and got the job. Since then I’ve been promoted to Service Delivery Manager.
Can you share your favourite things about being part of Saltire?
My favourite thing about working for Saltire is that there are opportunities to grow within the business. I’ve already learned so much on a business level but also on a personal level, being part of Saltire has made a positive impact on my life.
I enjoy being part of a busy team. The pace of the work helps me stay motivated to achieve great success.I love being part of new projects from start to finish to ensure we exceed set goals.
John Higgins
Private Works Manager
What’s your current role, and what do you do day-to-day?
As Private Works Manager at Saltire my day to day tasks include;
- Checking and amending planning to suit business and customer requirements
- Surveying and price chargeable works for clients
- Attending install surveys and provide quotes to customer
- Liaising with contracts managers to arrange installations
- Dealing with any customer queries/ complaints
- Working with clients to make sure Saltire are providing the service they expect
How long have you been at Saltire? How has your role progressed over the years?
I started my career with Saltire as an apprentice Gas Engineer in August 2007. After completing my apprenticeship I worked on multiple different service and maintenance contracts before moving on to the Private Works team in 2015. After 2 years as Repair Engineer on the maintenance section I was promoted to Engineer Supervisor.
Working alongside our Operations Managers I helped build and improve our existing Private Works Department. We improved all areas but focused mainly on customer service. This has helped the private section to grow significantly, and currently Saltire has 7000+ private customers.
I was promoted to Private Works Manager in March 2020. This promotion allowed me to fully review the section and implement any relevant changes to further improve the section. We are now adapting to the ongoing changes in the gas industry by tailoring our services to what customers need and want. It is an exciting time to be part of Saltire and I look forward to the future, further building and modernising this section alongside my team.
Can you share your favourite things about being part of Saltire?
My favourite thing working with Saltire is the variety of work I get involved in every day. I get to work on all different aspects of the business from planning and pricing, to client queries and technical advice for our engineers.
Liaising with different trades daily has widened my knowledge of different sections operate, and even after 15 years with Saltire I am still learning how different sections work all the time. Now I’m also looking forward to future changes within Saltire, as the current drive to improve the company and further modernise is exciting.
