Saltire Facilities Management’s 24-hour call centre answered close to half a million calls during 2020, making it the busiest year so far for the firm’s dedicated team of customer service advisors.

The team, led by Service Delivery Manager Natalie Milne, are available 24/7/365 handling all customer enquiries, emergency calls, sales enquiries and appointment changes for more than 80,000 customers. The team deal with homeowners, tenants and landlords, so the nature of calls can vary hugely, meaning advisors must be adaptable and ready to handle every call.

Saltire’s team has put a lot of focus on reassuring customers and tenants in relation to essential works being carried out in their home, particularly during the last year. Given the difficult circumstances of the last year, advisors make sure that they put every single customer or tenant at ease. Ever-ready to adapt, call scripts have been updated to ensure all the appropriate questions are asked and re-assurances given; it’s critical to ensure the safety of Saltires operatives as well as the person occupying the property being worked in.

One of the initiatives the call centre is focusing on right now is the government-led ECO scheme. This entitles qualifying households to a grant which will cover, or contribute to, energy efficiency improvements in the home, including insulation and a new boiler. According to Saltire ECO Manager Aaron Walker, “Saltire has identified the ECO scheme as a support mechanism to help families that can’t afford their bills. It is very rewarding to be able to offer families these improved efficiencies at little or no cost to them, giving them peace of mind and long-term savings on their energy bills”.

Saltire has grown throughout the pandemic period and has continued to prioritise local employment, as well as making a number of internal promotions. This has enabled the company to handle a sharp increase in workload, while maintaining the high levels of customer service that Saltire is known for.

Service Delivery Manager Natalie Milne comments, “This has been an incredibly tough year for everyone, and I’m hugely proud of everyone in my team for how they have risen to the challenge. Our representatives deal with a wide range of queries, and they have to be highly trained – but it’s also important that they’re empathetic when customers are dealing with emergencies such as losing heat and hot water. Half a million calls handled is a huge achievement, and I couldn’t be more pleased with how we’ve responded to this upsurge in demand.”