Page turner in partnership working
Salisbury won a contract to provide FM services to Page Group‘s 13 nationwide sites in 2016. Page Group is a major recruitment business operating across 25 disciplines from actuarial to technology – employing over 7,500 people in 36 countries.
Since beginning the contract, we worked hard to provide a superior customer service. We started by introducing an integrated management and delivery structure, which aligned to our client’s cultural and operational requirements. We then implemented improvement initiatives across all service areas. This helped to foster a culture of trust between our two companies at both management and local levels.
Importantly, we introduced our WorldHost-accredited customer experience training to all front-line staff – stressing our priority to put the customer visibly first at all times. Before we took over the contract, the perception of the FM services among the tenants was poor and staff engagement and morale was being harmed. Our approach changed this and resulted in better scores across the board.
By 2019, engagement scores were over 84% and the client’s perception of the FM service had increased by 22% in 12 months. We continue to listen to our client to make sure we give them just the level of service they desire.