Company Name
The Business Challenge
Founded in 1991, Wilson James has established itself as one of the leading providers of managed security and customer services in the UK. It is proud of its reputation offering value for money as well as high quality service to clients.
The company has been recognised at the Security Excellence Awards for the ‘Best Guarding Company’ in three consecutive years and received ‘Best Partnering Initiative’ (with Tate London Estates) in 2005, ‘Best Security Contract Manager’ 2007, ‘Best Training Initiative’ 2006 & 2007.
Wilson James considers that the quality of service is dependent on the quality of their people. In order to maintain their quality of training they contacted Greenwich Community College to deliver customer service training.
The Solution
Greenwich Community College have delivered NVQ 2 and 3 customer service together with ‘Welcome Host’ and ‘Welcome All’ training to the security staff at Tate Britain.
The Impact
“The training partnership saw 10 out of 25 members of the security team successfully complete the NVQ programme in 2008.”
With five members of the Security Team about to embark on the NVQ programme, we are realistically hopeful of putting a further 10 members of the team through the NVQ programme in 2009.
One of the employees, Peter Adams, recently won the London Region BSIA Award for Service to the Customer.”
Graham Dunkley, Security Manager, Tate Britain.
Employer View
“ The Wilson James Security Team at TATE Britain, has been working in partnership with Greenwich Community College since 2008. Through our partnership, we have a been able to tailor a package that delivers a unique customer service NVQ that is centred on the TATE Service Principals.
“Through the mutual enthusiasm displayed for the programme, we have been able
to ensure that Security Officers are equipped with the right tools to meet and
exceed both TATE and TATE Visitor expectations.”
With the TATE Service Principals in mind, we have collaborated together to deliver a programme of training that will focus on “Engaging the Visitor”. This in addition to the ‘Welcome Host’ and ‘Welcome All’ packages, will form the core of the Customer Service NVQ for Wilson James at TATE Britain.
Graham Dunkley, Security Manager, Tate Britain.
