Our Brand Values & Culture
HEROtsc is an entrepreneurial business that strives to be as client centric as possible. A guiding principle across the business is in any situation to ask “What would our client want us to do?

We aim to maintain a balance between HEROtsc Culture and our client’s culture. This is critical in providing a service that protects the relationship between our clients and their customers and makes the use of an intermediary transparent.

Our operation is designed to achieve this by striking the right balance between our people feeling belonging and support from HEROtsc and their alignment to client brand values. We pay particular attention to client branding in our sites and where possible adopt our client’s methodologies for measuring employee engagement.

To embed and protect this approach this we drive decision making as far down our organisation as possible to ensure that decisions are taken with the client in mind. Our Business Manager structure which drives operational and commercial ownership of dedicated, bespoke operations, aligned to our clients allows us to mirror as far as possible our clients brand values and culture.

We believe this is the only way we can deliver excellent service – by taking on board our client’s values and making customers feel that they are speaking to our clients directly not to HEROtsc

Our People
At HEROtsc, it’s our people who make us so successful. So we maintain a culture of excellence in learning and development from which everyone benefits – our people, our managers and our clients.
We know that exceptional customer service and sales can only be delivered by highly trained and motivated staff. That’s why we place such great emphasis on the support and development of all HEROtsc people.

At HEROtsc, we use the Scottish Quality Management System (SQMS) to continually monitor and improve the quality of our training. There’s no doubt that this structured self assessment develops greater motivation and increased satisfaction among our people.

We pride ourselves in encapsulating the clients brand within our operations and take great care during the implementation phase in ensuring we incorporate the key messages and instil brand awareness amongst the staff who will engage in the delivery of the clients’ services. Our existing Brand Values mirror those of our existing clients across the whole HEROtsc estate.