Cross-Training Support for Joist Call-Offs and Manufacturing


Based at our Flooring Midlands site, the Customer Experience Team oversee all stages of the customer journey – from initial enquiry to aftersales support. Through communication with other departments, the team have gained familiarity with all areas of the business. This knowledge base has been utilised to implement cross-training, specifically in Joist Call-Offs which in turns effects our manufacturing schedules. By taking these pro-active steps, the Call-Off team are equipped to maintain productivity in any instances of illness or increased workload.

During the lockdown period where a number of employees were furloughed, the Customer Experience Team continued to work from home. Although inbound calls decreased as customers paused housebuilding, the team were able to expand their roles to cover some daily tasks of their colleagues. This was beneficial for the team to experience activities outside their usual role and gain a greater appreciation for the work of other departments.

Building on these experiences, Head of Operations Andreya Ashwell took the opportunity to continue this process upon the return of teams from furlough. As well as the personal growth this can allow, the Customer Experience Team have benefited from gaining a wider picture of the business’s operations. In this case, the teachings have been based around the Call-Offs process and how the communication with Site Managers facilitates the production schedule.

Alesha Harrison – Customer Experience Team Member

As an experienced member of the team with a passion to learn more, Alesha Harrison was chosen as an ideal candidate to support Call-Offs. With Alesha based in Wolverhampton, Cheryl from Joist Call-Offs in Wellingborough ensured there was regular contact on the phone and email to train Alesha in her daily tasks. Andreya has been pleased with Alesha’s progress during this period, commenting:

“Alesha has adapted extremely well. She has enjoyed adding to her skill set and is proactive in her approach to offering others support after completing her own tasks. This ensures that we have multi-skilled individuals across the teams who can be deployed to assist in other areas, creating efficiencies and a support mechanism to cover holidays and other absences. The next step will be for her to develop knowledge of Truss Call-Offs and then aim to share this knowledge with other members of her team.”

RML are open to facilitating development opportunities, and cross-training is an ideal method for employees to expand on their existing skills. Opportunities to continue learning are made available, as Alesha will now begin to take on the teachings from Truss Call-Offs.

If you have a development project you’d like to talk to our timber frame team about, email or call us on 01933 279597.