Meet Lisa Furness, Administrator at Sugplumb

Meet Lisa, our Administrative extraordinaire!

We spoke with Lisa about her career journey so far, from procuring dinosaur bones for museums, to starting her own world-class ocean rowing expedition company, to joining the team at Sugplumb and keeping the operation running smoothly.

How long have you been with Sugplumb?

I've been part of the Sugplumb team for nearly seven years now.

Can you tell us a bit about your career journey and what led you to work at Sugplumb?

I've had quite a varied career path! I started out working in the exhibition and museum industry, contributing to projects ranging from the Charles Dickens Museum to the internationally touring 1001 Islamic Inventions exhibition. One of the highlights was working on the Sheikh Zayed Desert Learning Centre, where I sourced and coordinated specialist exhibition items, including everything from museum-quality models and artefacts to dinosaur bones, fossils and authentic historical memorabilia, helping to bring the stories and heritage of the region to life.

I then went on to run my own company, organising and supporting ocean rowing expeditions. The role involved project management, logistics, fundraising, PR, training, and event planning, and allowed me to work alongside incredible people supporting initiatives that helped veterans take on life-changing challenges.

The organisational, communication, and problem-solving skills I developed throughout these roles have transferred well into my position at Sugplumb. I was drawn to the company because of its strong focus on people, whether that's supporting customers or working as part of a close-knit team, and I've loved being part of the business ever since.

What does a typical day look like for you?

No two days are ever quite the same! My role involves keeping the office running smoothly, managing our service engineers' schedules, coordinating appointments, processing paperwork and supporting both our office and field teams. I spend a lot of time liaising with customers, suppliers, and engineers to make sure jobs are planned efficiently and everything is running to schedule. It's a busy role that requires plenty of organisation and problem-solving, which I really enjoy.

As one of the first points of contact for customers, what are the most common questions you receive?

Many customers contact us to book servicing and maintenance appointments, report faults, or check on the progress of repairs, installations, or part orders. We also receive lots of enquiries about renewable heating systems, grants and whether a heat pump might be suitable for their home. Every customer and situation is different, so it's important to listen carefully and make sure they get the help or information they need.

What do you think makes Sugplumb stand out in the industry?

I think what makes Sugplumb stand out is the genuine care we have for our customers. We take the time to understand their needs and provide honest advice, whether it's for a routine service, a repair or a renewable heating installation. We're also fortunate to have a knowledgeable and dedicated team that is passionate about what they do and take pride in delivering a high standard of workmanship and customer service. Being a local company, we build strong relationships with our customers, and many come back to us time and time again.

You work quite closely with businesses. Have you noticed any changes in their demands?

Yes, definitely. Businesses are much more aware of energy efficiency and sustainability than they were a few years ago, and there is growing interest in renewable technologies and ways to reduce energy consumption. At the same time, reliability and value for money remain key considerations. Many businesses are looking for practical advice and solutions that will work well for them both now and in the future.

Have you noticed more people turning to renewable energy compared to when you first started at Sugplumb?

Definitely. Since I joined Sugplumb, I've seen a significant increase in interest in renewable heating and energy solutions. More people are looking at options such as heat pumps and solar PV, not only to reduce their environmental impact but also to help manage future energy costs. Customers are generally much more aware of renewable technologies now and are keen to understand what options are available and whether they would be suitable for their homes or businesses.

What's your favourite part about working with the team at Sugplumb?

The best part of working at Sugplumb is the team. Everyone is supportive and always willing to help when things get busy. While there can be challenges along the way, there's a real sense of teamwork and people pull together to get the job done. It's a friendly place to work, and I enjoy being part of a team that genuinely cares about both our customers and each other.

When you're not at work, how do you enjoy spending your time?

When I'm not at work, I enjoy spending time with my family and my dog, Archer. I love getting outdoors whenever I can, whether that's exploring Scotland, getting out for walks or discovering new places. I also have a keen interest in wild plants and their traditional uses, and enjoy learning more about their history, folklore and benefits. Having had a varied career and a few adventures along the way, I always like to keep busy and try new things.