On the 3rd day of client services’ Christmas we remembered the day in June when we received confirmation of our first national contract with Royal Bank of Scotland…little did we know that was just the beginning and two more would follow in the summer of 2012.
1 June saw client services being awarded a prestigious contract with Network Rail. The national contract includes 48 team members covering 23 sites in London, Cardiff, Peterborough, Birmingham and Glasgow to name but a few, providing a front of house service proposition with front of house coordinators, receptionists and concierge services.
Sophie Arnell, operations manager overseeing the contract commented: “What a journey it’s been. The past couple of months for me have been a challenging, yet a rewarding experience with some exceptional results from our dedicated team members on the Network Rail contract. Many of our sites are considerably nationally displaced and many work on single reception desks yet the team members always embrace the opportunity to be included as part of the larger MITIE Client Services picture. There is without doubt a strong sense of unity and passion from each and every one of our team members in their roles that I can honestly say I am proud to play a part in this contract.”
Donna Warren who transferred from Barclays in Northampton and has been on the contract from day one added: “I have had the pleasure of welcoming many new team members, who along with the full Network Rail MITIE Client Services team are all aboard with our values, and it is a pleasure to hear our team members share how their training has added value and that they have been able to enhance their service delivery even after eight or more years in the role. I have seen 10 team members awarded with MITIE Stars, two achieve second level prizes not to mention the number of chocolate’s been consumed as thank you’s for a job well done. It is without doubt the passion and commitment of the full team which drives me forward to continue to on this journey together.”
1 August saw the biggest go live in MITIE’s 25 year history following the ground breaking win with Lloyds Banking Group. As part of the total FM contract, client services welcomed 54 new team members delivering front of house services in London and Edinburgh. Business Services will also be delivering mail, porter and chauffer services as part of this new and exciting venture.
Sophia Saunders, Client Services Manager for the contract is very proud of her team and said: “Nothing could have prepared me for the rollercoaster ride that this contract has been. We started with only half of the incumbent’s team transferring to client services putting the existing team under a lot of pressure to train new starters whilst still maintaining a 5* level of service. We are now four months into the contract and it is so rewarding to see all team members embracing what client services can offer in the way of training, communications and community spirit.
“There have been so many highlights over the past five months but I think the exceptional feedback I receive each and every day about the team is the most rewarding part of my role.”