HR FOCUS
to read body language to building confidence and improving customer service. Everyone is a name, not a number.”
Founded by Managing Director John Conry in 1987, JPC employs more than 280 people and runs commercial cleaning contracts across London and the South East. With innovation at the forefront of its business, JPC’s impressive armory includes a fully integrated real time quality management system, chemical-free cleaning technology and a Passport to Success scheme, which includes many of the training and development opportunities above.
“WE ARE NOT JUST ABOUT A CLEAN TOILET, BUT ABOUT CUSTOMER SERVICE.”
JPC were winners of a Kimberly-Clark Professional Golden Service Awards 2015 for Chiswick Park last month, adding to a glut of previous awards. Operations director John Conry Jnr said Chiswick Park was a shining example of how the firm operates.
of the experience we offer,” said Sandrino. “You can see the difference when you walk into Chiswick Park - you can feel it in the air. There’s something fresh, energetic and vibrant about it and we are at the forefront of that.
“Our standards are sky-high and our programme of cleaning is extensive but it’s the way we motivate our staff that really helps to make this project shine. People think that cleaning is bottom of food chain but it’s different over here. We make team members feel it's a large family, like we’re cleaning our own house. Everyone is proud to work here.”
Engagement is high and attrition is low because JPC has embarked on a comprehensive schedule of apprenticeships, ambassador programmes and further training.
Sandrino continued: “There are free English courses on-site and other courses to develop skills, from how
www.tomorrowsfm.com
“We are not just another cleaning firm,” he said proudly. “Our people matter to us and by investing in them we can guarantee incredible performance for our clients. Whether cleaning the heights of the Leadenhall building or working to educate primary school children on the importance of washing their hands, we take this business very seriously.”
The firm’s Passport to Success scheme, which highlighted and recorded achievements of staff had proved to be a significant venture. It is a longer view of the business, not just about a clean toilet, but about customer service and making sure everyone who uses that building or area notices the work we’re doing. The staff are front of house on every contract and by showing them the importance of their role, it underlines the fact that they’re more than just cleaners.
The family-run firm has immense pride in its staff retention and John says he can count on one hand the
number of people who have left to join a rival firm in the last quarter of a century. He puts that down to a unique combination of support and ambition. “Our aim is to help staff achieve their goals, whether they’re long or short term,” he outlined.
“People find themselves in cleaning because they need a job quickly or they’ve come to this country and are desperate for money. A month turns into a year and a year can turn into five years before they know it. Our role is to engage them in their time with us, however long that is. After all, you’d rather have someone driven and motivated working for you, even if that was for only a year before they moved on to pastures new, than sit back taking the money and hating every minute.”
JPC is always looking to invest, both in the business and in the people who make the business what it is. That means more systems and processes to track and reward progress through the ranks. JPC has invested in a new e-learning online platform to aid training and development, allowing staff to upscale skills in specific areas and enabling managers to give textbook refreshers if any problems arise.
“It really helps bring the learning to life,” said John. “This isn’t static, classroom-based stuff but real on- the-job education. We want to take things to the next level for everyone, our clients, the occupiers, visitors and for our staff working on the contract. It’s not just cleaning, it’s about creating an experience.”
The Chiswick Park contract was JPC’s first window on the corporate cleaning world but its success over the years has helped inform the way they do business across the whole of the spectrum.
Whilst JPC is very proud of the work completed in Chiswick but one of the greatest outcomes is that we’ve managed to model that performance and roll it out across the rest of our contracts. The bar has been set very high now but that’s a challenge that excites everyone in the business.
www.jpc-cleaning.com TOMORROW’S FM | 51
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