Our People

We know that our people are, literally, the face of Ross & Roberts, and it’s their professionalism and performance that truly sets us apart. So we select and hire only those who have the right skills, attitudes and experience, and share the values on which our business was founded.

The people responsible for safeguarding those values are our senior management team. With over 90 years’ civil enforcement experience between them, they understand our industry intimately and know first-hand exactly the kinds of pressures and challenges facing our clients. Perhaps most importantly, they personally represent everything Ross & Roberts stands for: professionalism, customer focus, transparency and personal commitment.

You’ll see the same values in all our people – from our Call Centre Staff, our Enforcement Agents and our senior management team. From the start, our agents have always been fully-employed members of the Ross & Roberts team. And because they’re in-house, we can keep a very close eye on their day-to-day activities, and ensure they’re sticking 100% to our firm-but-fair approach.

All Ross & Roberts staff, including our enforcement agents, undertake training developed by the Money Advice Trust and the Royal College of Psychiatrists to ensure we comply with the National Standards for Enforcement Agents on dealing with vulnerable people. As well as helping staff identify genuinely vulnerable people, this training equips them to deal with cases sensitively, and achieve the best possible outcome for the vulnerable person, as well as the client. All of our Enforcement Agents are fully certificated and have passed new NVQ Level 2 accreditation exam designed by CIVEA and the IRRV.

Directors / Managers

Samantha Roe

Samantha Roe

Internal Operations Director

Sam has been with Ross & Roberts for over 17 years and oversees the operations, internal and external, for the company. Sam is very knowledgeable in IT systems and procedures relating to enforcement agent services and debt recovery. With 26 years’ experience in customer services, Sam leads the teams in a strategic, professional and enthusiastic manner to deliver our excellent service.

Sam also has a wealth of experience in all procedures and policies, together with aspects of vulnerability and Health & Safety. Sam ensures training and development of personnel is available to all members of our teams for our continued growth.

Why do you feel R&R should be the provider of choice?

Ross & Roberts pride themselves in providing the best service possible to our clients and customers. We try to look after our number one asset which is our staff. I personally take great pleasure in being able to help mentor our teams and empower them to grow professionally through Ross & Roberts and through our Parent Company Capita. Our fellow Directors and Senior Management care and work hard to achieve results, therefore our whole team care and strive to do the same.

What would clients / staff say about you?

Always approachable and gets the task completed.

Memberships / Training

Certified training in Management & Leadership, H&S, Health & Social Care and Vulnerability.

What do you do for a little R&R?

Complete animal lover so I volunteer at an animal rescue centre most weekends and yes, I am a mad cat lady! I love spending time with my partner, fur babies and family. I enjoy movies and music, most genres.

Terri Davey

Terri Davey

Client Manager

Terri joined Ross & Roberts having worked within the Public sector for several years in both operational and strategic management roles. Her public sector experience has been complemented with both Private and Charity sectors which provides Terri with a valuable cross sector knowledge.

Terri is passionate about delivering a great customer experience as efficiently and effectively as possible, she feels that Ross & Roberts mirror her high expectations. As Client Manager, Terri meets clients face to face to understand their challenges, help improve their experience and to support them to make working with Ross and Roberts as straight forward as possible. She can’t wait to meet you all.

Why do you feel R&R should be the provider of choice?

As a new employee it is clear to see that the team at Ross & Roberts really care, not only about doing their best, but also about doing the right thing; I feel pleased that I have chosen such a positive and ethical organisation to work for.

What would clients / staff say about you?

That I have their best interests at heart; that I care about their business, I listen and understand, and I can be trusted to do what I say I will do.

Memberships / Training

Training in customer service, management and leadership.

What do you do for a little R&R?

When I’m not working, there’s nothing I like more than a brisk walk in the great British countryside with my family and wild puppy.

Mike Byrne

Mike Byrne

Enforcement Manager

Mike joined Ross & Roberts in 2018 as our Enforcement Manager. He is responsible for driving the performance of our teams of Enforcement Agents. He liaises between the team on the ground and the office to ensure that visits are conducted to maximise collection, whilst adhering to Ross & Roberts and Clients Code of Conducts. Mike is a point of contact for our clients.

His previous experience of working in the police service for the Metropolitan Police and Avon & Somerset Police, together with his previous responsibility for multi-million pound contracts in the security industry, means he brings a wealth of knowledge to support our Enforcement Agents in the field and our service to our clients and customers.

Why do you feel R&R should be the provider of choice?

In my time with Ross & Roberts I have been both impressed and proud of the responsibility that each member of the team takes to provide the best service to our clients. I see the Directors leading by example, working hard and showing that they care. This enthusiasm filters through to the rest of the senior management team and staff. At Ross & Roberts, it is clear we don’t make promises, we just deliver results.

What would clients / staff say about you?

Professional, approachable and driven. Will let guard down….eventually!

Memberships / Training

Training in Leadership and Management, SIA licenced and accredited by IRRV/CIVEA in Taking Control of Goods qualification.

What do you do for a little R&R?

I’m a massive sports fan, watching not playing. Those days are in the distant past! I love Football, Rugby Union, Boxing and Golf. My football team is Liverpool…the word fan doesn’t do it justice. When you can drag me away from the sport, I have 2 boys and a wife who I love to spend time with, ranging from playing games around the house to going on walks. Also, a movie and music fan waiting for the day Oasis reform!!

Deborah Blake

Deborah Blake

Branch Manager

Deborah started with Ross & Roberts in 2003 and has been promoted through the business during her time with us, to her current position as Administration Manager. She leads our internal admin and operational teams, she is immensely proud of the Ross & Roberts staff. Her teams pride themselves on the personal service we provide to our clients and to our customers.

Deborah has over 29 years’ experience in customer service and drives our performance forward ensuring our teams are trained in all operational matters. Deborah is responsible for ensuring that her teams conduct mandatory annual refresher training in further matters such as Equality & Diversity, GDPR, Data Protection, Health & Safety and Information Security to name but a few.

Why do you feel R&R should be the provider of choice?

Ross & Roberts provide a friendly, professional and ethical service to our customers and clients. Our teams are trained to the highest standard and as a Company, we expect nothing less than an excellent service that I know our staff provide. We have a lot of long standing members of staff which shows a good working environment and loyalty to the Company.

What would clients / staff say about you?

Reliable, approachable, extremely friendly but with a hint of cheekiness.

Memberships / Training

Certified training in Vulnerability and Management & Leadership.

What do you do for a little R&R?

Good Food and a bottle or wine or two …………. chin-chin!

Natalie Knott

Natalie Knott

Compliance Manager

Natalie joined Ross & Roberts in 2007 and manages our Compliance Team in the support of customer feedback, health & safety, video badge auditing, accreditations and fleet. The team expanded in 2018 due to the various needs of the business to ensure we are compliant in our policies and procedures.

Natalie has over 25 years’ experience in credit control, insolvency practices and has attained extensive management skills throughout her career.

Why do you feel R&R should be the provider of choice?

Ross & Roberts prides itself in customer service and satisfaction at all levels, always going the extra mile to ensure we deliver on our promises.

What would clients / staff say about you?

Can be relied upon to get a job done.

Memberships / Training

MinstAM / MinstLM / CICM / LCGI / Dip RSA / Assoc CIPD

What do you do for a little R&R?

Cycling the cycle paths of Britain and Europe.

  • IRRV
  • Lock
  • CSA
  • Investors in people
  • CHAS
  • CIVEA
  • BPA
  • ISO27001
  • ISO9001
  • ISO14001
  • ISO31000
  • ISO 22301
  • ISO 10002