Guarding

FM awards finalist

by Mark Rowe

CIS Security is among the finalists in the ‘Customer Experience’ category at the BIFM Awards 2016.

The annual awards cover facilities management (FM) and its impact on business, the economy and society. This is the second year running that CIS Security have been named as finalists in the awards by the FM sector trade body. For all the finalists visit the BIFM website.

CIS report that they developed a specific customer service change programme, including a digital end user feedback mechanism. The contractor reports a 10 per cent increase in customer satisfaction against last year, with clients confirming that they have seen significant improvements in the efficiency of staff overall and also in the quality of company communications to staff, clients and end users. CIS are also championing an initiative to bring more females into the industry and have managed an increase of 3pc since the launch last year, putting them on track to achieve their goal of 20pc females by 2020 (the guarding and security industry generally averaging well below that).

In their submission to the BIFM judges, CIS detailed their Spitalfields E1 contract, in London, near Liverpool Street station in the City; which they have retained for over 15 years.

CIS and Spitalfields collaborated on a tablet-based app to collect end user feedback. They also created “Top Pocket Guides”, and a new-look officer uniform to refresh the contract.

Jason Dervin, Estate Manager at Spitalfields says: “CIS’s longevity on this contract has been achieved through having a stable senior account management team in place who oversee an experienced, flexible and committed security team delivering an exceptional service. One of CIS Security’s key strengths throughout their tenure has been the ability to evolve with the site, continuously innovating to support our changing needs. For example acting as brand advocates and delivering information to the public, from directions to facts about art and historic artefacts to be found in the site. The team takes time to regularly assess the changing landscape through user feedback, in order to adapt their service to continue to meet, and in many cases, exceed our requirements.”

The business case for adopting a focus on Customer Experience is widely documented in a number of industries, with notable successes from the likes of John Lewis and Virgin. CIS say they are optimistic that the resulting improved perceptions of the security profession as a whole enables the attraction of new talent through the creation of a more aspirational view of security roles. They already claim one of the lowest staff turnover rates.

Neill Catton, Managing Director at CIS Security said: ”Any successful customer experience program sits firmly on a foundation of investment in our people. Better engagement through confidence building initiatives such as our CIS Annual Awards Program and our “Blow Your Own Trumpet” Initiative, help our staff to stand tall, be proud and understand that the job they do is critical to making people feel safe and happy. Accredited training is an essential part of this with Welcome Host Customer Service Training “akin to a five star hotel”, delivered as part of all of our staff inductions. I’m delighted with the results to date and we are thrilled with being named as finalists by the BIFM, a highly progressive organisation we are keen to be aligned with.”

Visit www.cis-security.co.uk.

The winners will be announced at the BIFM Awards ceremony, on Monday, October 10, at the Grosvenor House Hotel on London’s Park Lane.

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