A day in the life – Head of Highland Residential

Sam Cribb started her housing experience when she moved to the Highlands in 2008. Since 2014, she has nurtured Albyn’s subsidiary to be a successful social business. Sam is passionate about delivering affordable housing and excellent services to the communities we serve. In 2016, she was proud to be named ‘Social Entrepreneur of the Year’ at the Herald Society Awards.

Sam tells us about a typical day in her role as Head of Highland Residential.


Question 1:

What does an average day in your role look like?

I have the benefit of variety in my role, being responsible for the team, business strategy, operation and development. I work with the teams across Highland Residential property and factoring services as well as business matters that impact across the Albyn group.Most days I will make time to assess business performance, reviewing the feedback and feeling of our customers regarding the service received and implementing initiatives to better what we do. A big part of my role is seeking new business opportunities. This involves speaking and meeting with partnering organisations and researching what is new or emerging in housing and related sectors.

Question 2:

What is the biggest challenge you face in your role?

I tend to want to have everything done yesterday, which means my biggest challenge is usually managing my own expectation.  After that, it is ensuring that we are providing customer excellence at every interaction.  Thankfully we have a great team who share my passion and care deeply about what they do, going out of their way to deliver great customer service.

Question 3:
What do you like most about working at Highland Residential?

Knowing that we make a positive difference to people’s lives by providing quality affordable homes. There is nothing more satisfying than hearing about this first-hand from our customers.

Question 4:
What skills do you think are important to have to carry out the tasks in your role?

Being a positive leader and possessing strong people skills are key. Equally important is having a passion and drive for continual learning and improvement as well as an analytical mind.

Question 5:
What advice would you give someone looking to start a career in Business Management?

I would advise acquiring a Business Management qualification, degree or similar. The subject matter is versatile and can prepare you for a wide variety of roles. Gaining knowledge and experience in either a specialist or variety of sectors will serve you well for a senior position in the future.

Question 6:
Outside of work, how do you spend your free time?

As a full-time working mum of two young girls, my spare time is scarce. I love being outdoors, it’s a great way to unwind. Whether that’s out for a family walk with our scatty black lab, Gem, or working on our veggie and fruit patches in the garden, it is so rewarding to grow and eat your own.