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Insider Spotlight
At Salts, everything we do is guided by one simple principle: caring, listening and innovating to improve lives. This ethos shines especially brightly in our teams who connect daily with those living with a stoma. So, let’s meet some of the Salts family!
We’re shining the spotlight on our Stoma Experience Advisors. This talented team put their passion for support at the heart of everything they do. Whether it’s offering support over the phone, solving everyday challenges, or simply being a friendly voice to listen, this team is dedicated to making a real difference. They’re here for you — with advice, empathy, and a genuine passion for helping people live confidently with a stoma.
Get ready to step into their world and discover the extraordinary people behind the voices at the other end of the line.
Meet the team
Jo Constable, Ashleigh Atkinson, Angela Thomas and Jodie Huxley
Did you know? Between them, the team has an impressive 60 years of experience in customer care and they handle an outstanding 8,000 samples every single year – all with one aim: to find what works best for you.
So, in a nutshell, what does a Stoma Experience Advisor do?
Jo: Our job is to be there for people living with a stoma who reach out to us – whether that’s by phone, email or even social media. Every day, we answer questions, provide helpful tips, and guide people toward the right products and support networks. We’re also passionate about making sure your voice is heard across Salts, feeding back insights to improve our products and services.
Ang: While we can’t imagine or understand life with a stoma ourselves, no matter how many people we talk to, we listen and learn as much as we can and apply it in every interaction to help us better support the people we speak with.
What’s the most rewarding part of your role?
Jo: I think we all feel strongly that the most rewarding moments come from making a real difference in people’s lives and helping people who don’t know where to turn for support. We even receive flowers and gifts which is a testament to the impact and difference the entire team makes, it’s incredibly touching.
Jodie: We get on like a family and it makes such a difference. I think if you’re happy at work, it reflects a lot on how you work and how you care for others.
Ang: I had one person say to me: “You’re an angel; you took the time to listen. Lots of people listen, but not a lot of people hear what I’m saying.” That comment really stuck with me; it was an extra-special call.
How do you provide both practical support with emotional reassurance?
Jo: When we discussed this, we agreed it’s about three things: listening, giving people time and not rushing them. The most important part of the interaction is the follow-up support and checking in to see how they’re doing – it’s the ongoing support that truly makes a difference.
Ash: Every person we speak to is different. Some people may need reassurance that what they’re experiencing is normal. Others might have more practical concerns. By personalising every conversation, we ensure they feel supported in a way that works best for them.
Can you share a memorable moment when you went above and beyond?
Jo: We all do our utmost for every single person we speak with. Going above and beyond is encouraged by Salts – it’s the norm. It’s just about making sure we support people in any way we can.
Ang: I had a gentleman on the phone who had a urostomy and an ileostomy. He called up to speak to someone to share his story and order samples of Confidence BE® Urostomy, a product he’d been part of trials for. It seemed like we’d been chatting for hours, as if we knew each other. By the end of the call, he had not only gotten the practical support he needed but also felt empowered and so the gentleman joined our brand advocate family.
Jo: That same gentleman, Tim, has since helped shape our products and raise awareness. It’s been amazing to see how one conversation can have such a lasting impact.
How do you tailor your approach to each person?
Jo: We’re split across the UK and handle our own regions, which is a massive help in relating to the person on the other end of the phone. Since we have a collective 60 years of experience, we’ve become very good at reading and understanding people — sometimes, that’s all a person needs!
I like to close my eyes and imagine I’m in the same room as the person I’m speaking with. It helps me connect and empathise with them on a deeper level.
What common challenges do people face and how do you offer support?
Jo: The most common challenges are not knowing where to go for help, a lack of information and education, and struggling with stoma related issues like pancaking or ballooning. We often start by checking in on whether they’re in touch with a stoma care nurse. While we’re not medically trained, we can offer practical tips, emotional support, and point them in the right direction.
Ash: Sometimes reassurance is needed most. Saying things like ‘tell me as much or as little as you want’. Sometimes they don’t know whether something is normal, so we can offer reassurance that they’re not alone.
What makes the team at Salts so special?
Jo: We collaborate closely across all departments. From product development to user experience, we share feedback to ensure we’re always improving.
Jodie: What sets us apart from other companies is our deep-rooted, family ethos. We don’t just work for Salts — we’re part of it. We truly care, and it’s reflected in everything we do, from developing products to ensuring they arrive when you need them.
One last thing…
Ash: We’re here for people living with a stoma for whatever they need — any question big or small, whether they’re new to life with a stoma or have had one for years. Family and friends, too. Having a stoma is not meant to debilitate you.
Jo: We care. We have so many people working outside of our team too to make life as easy as possible. We’ve had people who are so shocked that we’re not just ‘sending samples’. We hold ourselves to such a high standard.
Jodie: We’re friendly, we listen and we care. We always try to make life more comfortable for people living with a stoma, whether that’s finding the right product or just being there for a chat.
More content coming very soon...
