CLOCKWISE FROM LEFT: Siobhan Troy, Martina Sheerin, Ben Furney & Family, Anthony Kelly, James Brennan and Siobhan Ryan with daughter Molly.

BEN FURNEY
BRANCH MANAGER ASHFORD

How has Covid changed the landscape of Branches? The focus in Branches shifted very quickly from the day to day business of providing a high level of service to our customers and working towards our KPI’S of prioritising the safety of our staff and customers. The necessary implementation of the call and collect model made providing the safest and highest level of service possible. This was a very labour intensive and sometimes stressful challenge but our teams rallied to meet it and maintain our high customer service standards. Call and collect was mostly very well received and customers appreciate that it is still there as an option to them.

How did you and your team adapt to the initial changes? Overall I think we adapted very well. We followed the company protocols and guidance to the best of our ability and this helped with the transitions we needed to make. The sense of responsibility to staff for me personally was greatly heightened but the changes that were made were a reassurance that we were doing all we could for the team.

What are you most proud of in how we have handled C19 related challenges? For the Ashford Branch, I think it has to be the fact that to date we have had no positive C19 cases in our team. For all Branches, I think the way we adapted successfully to different business models overnight while still doing our utmost to keep everyone safe showed huge commitment and resilience from every member of staff in every Branch in the country.

What positive changes do you see remaining beyond Covid? The queueing system that was implemented for our reopening after the first lockdown was very successful for us. It took a lot of pressure off our garden centre and counter staff which meant they could work much more efficiently and give a better level of service to each customer while being less stressed. From March to the end of June, we were accustomed to being overrun by customer numbers and as a result, we were rushing through sales. The ability to have meetings and training sessions through Microsoft Teams is a great time saver during the busier times of the year and is a positive change that is here to stay. However, the value of face to face meetings cannot be underestimated.

What is the one thing you can’t wait to do once lockdown is lifted? From a work perspective, I think just being able to turn up without being worried about Covid and not having to wear masks will be a big thing. I think being able to visit family and friends for a cup of tea or maybe go out for a meal with them without any Covid worries hanging over us would be the first thing we would do.

MARTINA SHEERIN
CUSTOMER SERVICE, INGREDIENTS CATEGORY

Can you sum up how Covid has changed the way you work in Customer Service? I work within the documentation section of the Customer Service Department, ‘Ballyraggetdocs’, based in Virginia, Co Cavan. We compile sets of import documents for each shipment sold outside of the EU. Our customers need them to clear the goods through Customs and Import Authorities in the destination countries. When we moved to remote working, the greatest challenge was obtaining all of these documents in a timely manner as they have to be with the customer at least seven days before the shipment arrives. We had to organise printers/scanners and couriers to collect the documents from Dublin and get them to our houses before we DHL’d the full set to the customers.

How did you and your team adapt to the initial changes? Initially I had issues with WiFi speed and my husband ran a wire from the modem in the hall directly to my laptop which improved the speed. I also had problems scanning; it was taking 30 minutes to scan a large set of documents which we could scan on the office photocopier in three minutes. By using better scanner apps and improved processes we can now scan a set of documents in 10 to 15 minutes. We are part of a great team at Ballyragget, we look out for each other and check to see if any of us are under pressure with any files or deadlines or if someone is just having a bad day. A quick few words into the group chat and you have the back-up, support and help straight away.

What are you most proud of in how we have handled C19 related challenges? It changed me. I now feel that I can meet and sort the challenges that arise and that it’s ok to ask for help if you are under pressure. I have also gained a better knowledge of technology! I don’t look for the negative now, I look for the positive.

What positive changes do you see remaining beyond Covid? That it’s possible to work from home successfully. I think more people will have a better work life balance in the future and will appreciate all the good things in life that we took for granted.

What is the one thing you can’t wait to do once lockdown is lifted? Meeting the whole team I work with in person, giving them a hug, having the chat and a bit of slagging, mask-free over a cup of coffee in the small office canteen up stairs. I miss that.

ANTHONY KELLY
FOOD SERVICE SALES DEVELOPMENT MANAGER

How has Covid changed the landscape of Food Service? Covid hit the foodservice industry hard in March 2021. Nearly 90% of our sector closed overnight with just the health and prison service still in operation. Since then it has been a rollercoaster of highs and lows, as we seen our country close and reopen through stages, leaving customers uncertain as to how/if they will get through this. I don’t see foodservice returning to where it was in 2019 due to new social distance rules, but gradually we will return with a rediscovered passion for dining. While some competitors have fallen, I am proud to say we have survived the worse of it now.

How did you and your team adapt to the initial changes? We worked hard and fast to touch base with all our customers to reassure them that we’re here to work through and alongside them in these hard times. We worked closely with our colleagues in finance to get our accounts in order. We see opportunity in pop-up coffee shops and coffee chains and in hard times, still opened up 132 new accounts from May 2020 to Dec 2020

What are you most proud of in how we have handled C19 related challenges? Has to be my team – managing in good times is fine but in hard times to manage like we did, it really brought home our collective strength! To rise to the challenge over and over as we did in 2020 and continue to do so in 2021 is commendable. We got knocked down and we got up again and again. We will do it again I am sure of this.

What positive changes do you see remaining beyond Covid? We helped our customers in the hardest time of their careers/lives. We openly shared our financial and strategic experience with smaller operators and businesses and for that our customers stand forever grateful/loyal to Glanbia. I believe this will stand to us and will be the strong backbone of our food service sector for years to come.

What is the one thing you can’t wait to do once lockdown is lifted? Socialising, be it with a colleague over a coffee, lunch with a customer, or dinner and drinks with friends and family.

JAMES BRENNAN
FARMER COMMUNICATIONS MANAGER

How has Covid changed the landscape of Farmer Communications? Farmer communications have migrated online since Covid struck but the personal touch that is at the core of Glanbia Ireland’s hands-on service hasn’t been lost. The entire team has leveraged the strengths of the glanbiaconnect.com channel to maintain communications with the farming community. The trusted online channel allows farmers not only to access personal farm information securely but the platform allows them to shop in safety and comfort wherever they are. Farming can be a very isolating career by nature and the entire Glanbia Ireland farm teams have played an important role in conducting necessary transactions by phone where possible. Where essential farm visits were required, strict biosecurity protocols have been followed.

How did you and your team adapt to the initial changes? The Corporate Affairs team moved to working from home and surprisingly, it has brought us closer together. Prior to Covid we often found it difficult to allocate and prioritise time to meet in person. In the early days of the first lockdown we implemented a short virtual get together every day – this provided an opportunity to support each other while keeping on top of the day job.

What are you most proud of in how we have handled C19 related challenges? We have so much to be proud of throughout the full supply chain within Glanbia Ireland. From farm to fork, each individual has played their part to ensure we kept things on track. It is important to recognise the enormous efforts made by all to adapt the various protocols that allowed us maintain the day-today running of farms, keep our transport fleet operational and our facilities fully-functioning. I am really proud of my fellow colleagues and thankful to be part of one great big team.

What positive changes do you see remaining beyond Covid? Covid restrictions have given us a whole new outlook of what it means to live a simpler life – we have become more aware of the importance our communities play in our lives and what it means to have good health and wellbeing.

What is the one thing you can’t wait to do once lockdown is lifted? I am really looking forward to a time when we can enjoy the benefits of safe air travel again!

SIOBHAN RYAN
ENVIRONMENTAL HEALTH & SAFETY CO-ORDINATOR BALLYRAGGET

How has Covid changed the way you work in operational settings? My permanent role is EHS Coordinator and I was asked to take a lead in supporting the BCP team in Ballyragget. We focused on prioritising the actions coming at us in March to make sure we were doing everything to keep our employees safe. I found it very challenging at the start but very rewarding.

How did you and the team adapt to the initial changes? At the beginning, nobody really knew what was facing us and we were adapting to the news coming from the Government day by day. The development of the Site BCP team was key to forming a strategy in working together and adapting quickly. It was important to ensure all employees were fully informed on what was happening at every stage, introducing C-19 preventative measures and ensuring efforts are made to adhere to them to protect everyone’s safety.

What are you most proud of in how we have handled C19 related challenges? I’m very proud of how the Ballyragget BCP team managed and adapted quickly to Covid challenges as they arose and the teamwork involved in how the site implemented Covid protocols in such a timely manner in line with HSE and Government guidance. This was replicated at sites across Glanbia Ireland and was a testament to the dedication of all of our operations teams. At times it seemed that the guidance was changing more frequently than ever and at times it was hard to keep abreast of that but by all pulling together we kept everything well in control.

What positive changes do you see remaining beyond Covid? I see more flexible ways of working as a positive outcome from Covid. Our frontline employees really appreciate everything we are doing to keep them safe. I believe it has made us stronger as a team in Ballyragget.

What is the one thing you can’t wait to do once lockdown is lifted? The simple things that I took for granted, socialising with family and friends. I’m also looking forward to having a reason to get dressed up again and fun days out with my daughter Molly.