Insights
Recently recognised with a WaveMaker award, Sam has been celebrated for the energy and care she brings to her role every day. As a Facilities Coordinator supporting the Assura account in Manchester, she plays a vital role on the helpdesk, ensuring tenants receive a responsive and positive experience from their very first interaction. Here, Sam shares what drives her, the lessons she’s learned throughout her career in facilities, and why building strong relationships remains at the heart of everything she does.
Tell us about yourself and your current role.
I am a Facilities Coordinator supporting the Assura account in Manchester. I’m strongly people-driven and excel at building genuine, productive relationships with both tenants and suppliers. Working on the helpdesk means I’m the first point of contact for our tenants, and I take pride in shaping that initial impression of the company. Delivering a positive, consistent experience from the very first interaction is something that genuinely motivates me.
Describe a typical day in your work life.
My role centres on resolving facilities-related issues. We manage medical buildings, so it is essential to prioritise tasks effectively and respond quickly to ensure continuity of service.
How do you deal with pressure or stressful situations?
I thrive in problem-solving environments and genuinely enjoy working through challenges. Once I’m focused, finding the right solution becomes both motivating and rewarding.
What led you to your current career path?
I discovered the facilities sector quite by chance 25 years ago. The variety and complexity of the work immediately appealed to me, and I’ve remained in the field ever since.
What has been the biggest challenge in your career so far?
Learning to accept that failure is sometimes inevitable. Understanding how to reflect, learn, and grow from those moments has been an important part of my development.
What are the most important life lessons you’ve learned?
Compassion. Supporting a tenant who is having a difficult day and helping them find clarity, solutions, and peace of mind is incredibly fulfilling.
What’s something about yourself that you want to improve?
I would like to deepen and strengthen my subject-matter expertise.
What do you want to do next?
I plan to study for my NEBOSH qualification.
What do you like about Macro?
I value the supportive, ego-free culture fostered by the senior management team, which is genuinely focused on helping all staff succeed.
What do you enjoy most about your current role at Macro?
The variety of challenges. No two days are the same.
What has been your proudest achievement at Macro so far?
Being nominated for (and ultimately receiving) a WaveMaker award.
What motivates you every day?
Coffee. :-)
What skills do you need to be good at your job?
What does your WaveMaker award mean to you?
It means that my efforts are recognised and valued.
