Two Advance Security client facing staff have been successful in the regional heats of the British Security Industry Association’s (BSIA) Security Personnel Awards 2011.
Lynn Cook, BAE Systems’ receptionist has been declared winner of the ‘Service to the Customer’ category for the North West region; while Andrew Poulton, who covers nine key holding contracts across Leicestershire, has won the ‘Best Newcomer’ accolade. As regional winners, the pair have now been put forward for the national judging phase with the winners being announced at the Association’s Annual Lunch in July.
Lynn has worked at BAE Systems’ site in Samlesbury for two years and was nominated for her continued efforts in ensuring visitors to the site receive as warm a welcome as possible. In addition to carrying out all the responsibilities that fall within her remit as a receptionist, Lynn has voluntarily dedicated much of her spare time to looking at new ways to improve the front desk service – especially for international guests, predominantly from the Middle East. Lynn has introduced a number of initiatives to make such guests feel at ease in their surroundings, producing a guide pack which lists on and off-site facilities and emergency information, as well as details on local accommodation, places to eat and attractions. What’s more, Lynn has started to learn Arabic and Urdu and is currently taking a higher level qualification so she can be sure all guests are fully informed about site procedures. Her unquestionable commitment to customer service has helped transform the reception operation into a highly valuable front line resource.
In support of Lynn’s nomination Tim Baldwin, Security Operations Manager at BAE Samlesbury, said: “Whilst relatively new to both BAE Systems and the security profession, Lynn has quickly established herself as a valued member of the security reception team and has driven the transition to a service excellence culture.”
Meanwhile, new to the operational side of the security industry, Andrew made a valuable contribution to Advance Security’s mobile key holding services after just eight months – implementing a number of measures that resulted in marked improvements at a regional level. But beyond demonstrating the capability to ‘make things happen’, Andrew’s personable nature has enabled him to demand the respect of colleagues and clients alike. Furthermore, his success, motivation to acquire knowledge and leadership skills have seen him a fast-tracked to the position of Mobile Supervisor.
The judges cited Andrew’s willingness to learn from other departments as evidence of his demonstrable commitment to delivering the highest standards of service. He was also praised for developing strong working partnerships; proactively putting forward suggestions; and sharing his IT knowledge.
Advance Security’s Account Development Manager, Paul Smith said: “During my regular visits to customer sites, I receive nothing but praise for the mobile team and the new procedures, reports and regular communication that Andrew brings to the service. He clearly appreciates the need for high standards of customer care and we have complete confidence in the continuing success of the mobile operation with Andrew at the helm.”