The first challenge for our management team was the initial takeover from the previous security provider. We always take into account employee views and opinions and implemented a new approach by hiring a Contract Manager. This brought in an open and approachable style of management and officers were encouraged to engage with him directly if they had concerns or queries about their work through informal meetings. We also introduced a new work shift pattern on a ‘four on four off’ roster, covering an average of 42 hours from their previous 56-hours shifts.
This scheme runs in addition to the formal staff welfare and development programme interviews held for every officer with their line manager once a month. The results of these are collated into scores, recorded and reviewed with the client as part of monthly account review meetings.
WHAT WE DID
We also established a staff development system to keep them engaged and interested in their roles. In practice, this involves cross-training officers with a wish to expand their skills to provide cover in areas such as the security control room, reception, in the mailroom or loading bay.
Wilson James has added value in other areas of the contract. We provide remote monitoring for sites across EMEA and seconded a Travel Risk Manager from another contract to sense check our procedures. We also created an EMEA interactive map, accessible from any device and showing relevant information for our client’s offices and emergency contact details, highlighting embassies, hospitals and all the major transport links. The map was created with our client’s trigger points, such as the distance from our office to an incident, to start the staff accounting process.
A global corporate bank, with over 29,000 employees across the world. The client required security and front of house services at 3 locations in London, including their regional head office.
Wilson James has consistently achieved high scores on the staff welfare feedback reporting to the client, with an average score of 89% of criteria recording a ‘4’ (the highest score possible) over the last 6 months. This has been a steady increase since we initially took on the account.
We have always been proud of our schemes and the improvement-gathering process has proven to be a success. Wilson James has always hit the target for ideas-generation, a monthly KPI set by the client,