CASE STUDY
Excellent Customer Service
Name of Organisation: Helix Property Advisors Limited
Location: 6 Bevis Marks, London, EC3A 7HL
Background
We started with Helix Property Advisors Limited in 2012. Our business continues to expand with Helix due to the excellent service quality they enjoy from SmartSec. In 2016 we were awarded their flagship site, 6 Bevis Marks and started providing Security Guarding Services at this location in July 2016.
Challenge
SmartSec Solutions was asked to take over the security as the building was transitioning from being a construction site to being a flagship managed building. As per TUPE regulations, we were obliged to take on the incumbent security team. The brief Helix gave SmartSec was that the aim was to ensure a world-class service was offered to all building users. As you can imagine, with an existing team used to dealing with contractors on a construction site, our work was cut out to ensure the team’s skill set and approach were addressed, stepping up customer service levels to what was required by Helix.
“SmartSec Solutions is a great company to work for. Since starting back in 2019 the company have provided a great amount of training.
I have an amazing support network, my Contract Manager Lauren Cooper is always around or just a phone call away if ever we need anything providing great advice, support and coaching on the job, always checking in and making sure everything is okay or to help with any concerns we might have. I have met some amazing people and it is great to know I work for such a supportive company.”
Approach
We worked in consultation with Helix during mobilisation to ensure the team’s image was addressed, reflecting the change from a construction site to a high-end corporate building. We involved our specialist uniform supplier in coming up with designs that we could put forward. Following this, we agreed on a uniform design and rolled this out in readiness for day one of the contract.
Two years ago, the building went through a refurbishment. We reviewed the team’s uniform again, ensuring cufflinks, ties, and the receptionist team’s uniform were in line with the new reception colour scheme.
We involved our Customer Service specialist Lauren Cooper who heads up our sister company Just Reception, specialising in providing Front of House Receptionists and Concierges. She delivered bespoke customer service training to the team. Following the training, she provided mentoring and coaching to the team and monitored their behaviour when on-site, providing the team with guidance and advice on refining their customer service approach.
SmartSec invested in the on-site Security Manager, providing him with management training and courses, continually developing his skills and providing him with mentorship and direction.
SmartSec advised Helix that they would benefit from a Front of House Concierge position and put forward a business case to enhance the customer journey in their building further. This was agreed upon and was put in place from September 2017. This role was a huge success remaining in place until the recent pandemic and will undoubtedly be re-introduced once tenants re-occupy the building.
We continually support Helix with their tenant engagement, an example of which is the security awareness sessions we arrange with the City of London Police and that take place annually. These are attended by the building tenants, increasing the security awareness of the building users contributing to crime prevention and the safety of all within the premises.
To give full visibility of the value for money provided by the security team, we installed our operational management system on smart devices used by the team. This provides Helix with full transparency relating to the team’s activities and a wealth of management information reporting.
Successes
As evidence of our success on this contract, each year, we receive multiple nominations from our customer forwarding members of the team for SmartSec Awards. Our Site Manager won SmartSec Employee of the Year in 2019.
Further evidence of our success on this site was SmartSec Solutions being awarded the contract for the Front of House receptionists three years into the contract. This was due to our customer experiencing poor performance and lack of continuity and staff development from their previous provider. We now continue to deliver both the Security Guarding and Front of House Receptionists to 6 Bevis Marks.