A Prestigious Luxury Goods Group
Following a competitive transition, we assumed responsibility as the security partner for a prestigious luxury goods group, overseeing numerous distinguished brands across multiple locations in the UK.
From the outset, we collaborated closely with the group’s Security Management and Leadership teams to conduct a comprehensive review and enhancement of existing processes, procedures, assignment instructions, training programmes, management support structures, service levels, and KPI metrics. Additionally, we introduced new technology platforms to improve oversight of security operations, facilitate feedback collection, and enhance both team development and service delivery.
By engaging with all service users and stakeholders, including transferring personnel from the incumbent provider, we restored confidence among previously disillusioned service users and strengthened commitment and performance from the transitioning team. We successfully transferred all staff contributing to the retention of 85% of the transferred TUPE officers one year post mobilisation. This success was a total of 85 officers with the assigned team expanding in line with contract growth to 135 officers a 59% increase in supported locations.
“We restored confidence among previously disillusioned service users and strengthened commitment and performance from the transitioning team. ”
Key initiatives that have reinforced a collaborative and high-performing partnership include structured monthly, quarterly, and annual performance reviews assessing SLA and KPI compliance, achieving an overall score of 98%. The introduction of detailed operational reports, additional supervisory support in larger locations, and a fully trained, dedicated relief and lunch cover team has contributed to 100% fulfilment of duties and hours requested totalling over 69,000 duties to date. In addition to regular deployments, we have successfully managed and executed close protection assignments, high-profile events (both internal and external), high-value stock movements, overnight maintenance officers, and emergency response operations.
We believe in recognising and rewarding excellence, ensuring that officers who contribute to the success of the contract receive well-deserved appreciation through structured recognition programmes.