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Posted by EarnFlex in Winton on the Green on , and updated on .
Olivia is a 28-year-old dynamic operations assistant who works for a UK-based security contractor. Her organisation has approximately 15000 people across the UK registered as Janitorial/Cleaning staff and Security Officers. With a large and diverse client base, the contractor manages up to 200 Janitorial and Security shifts a day on average. The contractor enjoyed a good rapport with its clients and was renowned for its professionalism, reliability, and competitive pricing. In January of 2022, however, it started pouring for the company, and Olivia, who was quite an expert operations person, found herself gasping to bring things under control.
Robbers on a milk run:
Owners of a large-scale warehouse had engaged the contractor to provide 14 SIA licenced officers for 24/7 physical security cover at the premises. For almost a year, security officers were regular and presented themselves for duty as on contract. However, during an eventful January evening, the duty officer did not show up at the warehouse. Olivia was not contacted; therefore, an alternate officer could not be arranged – the premises remained unguarded. The following day, Olivia was shocked to see the news: “Warehouse robbed by two masked intruders – approximately £ 1 million worth of laptops stolen”. The warehouse owners called Olivia and said they would take the company to court for damages.
Friendly threat at the Bank:
An established bank was one of the company’s valued clients for three years. They engaged licenced and trained security officers to supervise entry points at the bank. In mid-January, on a usual Tuesday, the bank manager called Olivia shortly before the close of business and told her that an unlicensed person carrying out the shift had misbehaved with one of their customers. Olivia called the officer she thought was on duty. She discovered that the officer gave his badge to his friend and sent him to cover his shift. Although Olivia tried to assure the bank manager, they considered the event a gross breach of contract and terminated their engagement with the company. The bank also filed a formal complaint with SIA.
Rumble at the residence:
One of the company’s oldest contracts was providing door supervision for a residential building. On a Monday morning in January, the owner called Olivia and told her that a security officer had physically assaulted one of the new residents late Sunday evenings and that this resident had filed a formal complaint with the police. After speaking with the officer, Olivia reviewed hardcopies of his documents which she found to be current and complete. The police found details that the officer's files did not reveal. The police informed Olivia that the officer had a history of physical violence and that his SIA badge was cancelled.
Aspects that jeopardised Olivia's company
Olivia’s company is presently litigating cases on two fronts. They are fighting a £3 million lawsuit for loss of property and gross negligence for the incident at the warehouse. In addition, SIA is conducting an in-depth inquiry for malpractice for the happenings at the bank and the residential building. Olivia’s company may lose their SIA registration as an ‘approved contractor’ in addition to losing up to £3 million. Olivia's company did not have vital systems that put it in such a dire situation.
Where EarnFlex shines
Relying on people-power alone in an era where technology can be a solid ally to run operations efficiently is quite unwise. EarnFlex.com is an industry-leading front-line resource provider that has combined people-power with AI power to render reliability and confidence along with regulatory compliance and delivery assurance in service operations.
Keeping track of each security officer registered with the company requires tactful arrangements. Failure to do so can bring castles down in a mere month. We welcome a conversation with you on how EarnFlex can ensure your rapport and fortunes working in the services industry grows further.
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