APS celebrates its team’s care and thoughtfulness during National Customer Service Week
06 Oct, 2023
by Helen Lambell
Working in sensitive environments, where people are often at their most vulnerable, is something for which we at APS receive a great deal of recognition from our clients.
And what better time to celebrate the care and thoughtfulness of our team than National Customer Service Week.
We work at numerous locations where security – not just of our systems, but of the physical and mental wellbeing of the end users – is a top priority.
These include places like a women’s refuge, hospitals, a facility for teenage mothers and a hostel for homeless men.
Of course, these clients benefit from our many years of expertise in security and fire, but they also feel reassured that our team works with sensitivity in arenas where people are feeling unsafe.
Director Jenny Mair says: “Our engineers are acutely aware of the sensitive nature of these environments. If someone is feeling at a low ebb, crying or frightened, they work calmly around them and ensure they don’t feel they are intruding.
“In some cases they need to act very swiftly in these sort of locations. For example, if there is any concern that a controlling partner might have discovered the door access code to a women’s refuge we will come out straight away and change the code to ensure the unit remains safe for the occupants. We take this kind of security risk very seriously and are available 24/7 to take action.”
It’s not just the on-site engineers who come into praise during National Customer Service Week.
One of the first people our customers encounter is our project administrator Deanna Birtles.
Deanna’s ‘above and beyond’ attitude and determination to ‘get stuff done’ makes her indispensable.
She is the linchpin for all things engineer-related – ensuring a seamless end-to-end service for our numerous customers, with a particular focus on our new projects.
Working with the operations team, Deanna co-ordinates all elements of a project – including paperwork, liaising with sub-contractors, arranging meetings, managing the database, issuing contractual notices and creating engineer information packs.
Jenny added: “Security and fire safety projects can be complex and multi-layered, with numerous people involved at differing stages. Juggling all these elements requires a very particular skill set – an ability to manage all the moving parts from beginning to end, liaise with many members of the team, keep customers in the loop and deal calmly in often quite stressful circumstances.”
Speak to a Security & Fire Expert0115