Raising the bar in delivering customer service excellence

Sanitary bin replacement

Delivering customer service excellence each and every time is the number one goal for us. Our 400+ UK drivers operate out of our 19 hygiene service centres and have a huge role in making this happen. Recognising that our driving community interact with customers more than anyone else we have enhanced the driver role to that of a hygiene technician and to put the appropriate training and qualifications in place to ensure it made a real difference to the customer and was not just about changing titles.

Improved staff training

We have invested in bespoke, specialist training covering customer relationship management; health & hygiene; infection control; health & safety, as well as advanced driving skills all wrapped in a series of modules in a 12 week long programme.

The programme, being rolled out to 450 employees nationwide, has been externally accredited by The City and Guilds Institute, a well respected vocational education organisation.

Our Managing Director, Howard Sedgwick ‘‘Our customers want a great service but also want to see someone they can connect with and trust. Our hygiene technicians are our ambassadors and they do a fantastic job’’

The programme is being introduced in the UK before being taken to the 40 countries we operate worldwide. A class of 19 at our Belfast division were the first to complete the curriculum and achieve certification status. The news follows the Investors in People (IIP) Gold Award, which recognises best practice in people management.

Geoff Smith, customer services director “Our technicians already deliver a complex range of specialist hygiene solutions across the many industries that we operate in, from catering companies to NHS organisations. We recognise that our clients also require detailed advice and direction, which is why we’re investing in this training. It’s important for us as a business to be seen as an innovative, forward thinking company and I believe the new programme, together with our IIP achievements, cements our position as an organisation that attracts the best people across all disciplines.

This training has been designed to ensure that all of our hygiene technicians are fully equipped to deliver customer service excellence and competently address client queries across all sectors.  The accreditation from The City and Guilds Institute is important because it guarantees standards of competency and compliance throughout our organisation. I’d like to offer my congratulations to those at our Belfast site who are the first to complete the programme and achieve certified hygiene technician status.”

The City and Guilds Institute is a global leader in skills development organisation, providing services to training providers, employers, and trainees across a variety of sectors. Its qualifications are valued by employers across the world.

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