SECURITY
LEADING THROUGH THE PANDEMIC
This time last year Chris Middleton took up his new post as Security and Client Services Director at ABM UK. Within a month he was faced with challenges that the industry has never experienced before. Here, he discusses the lessons learnt and what security services will look like as we begin to live in a ‘new normal’.
It was February 2020, and I was walking into my new position as Security and Client Services Director at ABM UK, with the usual nervousness and excitement that comes with the fi rst day on the job. Bringing 17 years’ experience to the table, predominantly in professional services, I was motivated by joining a dynamic leadership team, the growth opportunities available and the impact that I could have as the security lead in an integrated facilities services business.
Less than a month later, what had started as rumblings from overseas about a new virus quickly became top of the agenda and the topic of all leadership meetings. It quickly became clear that the year ahead would be like none we had ever faced before.
Expect the unexpected Nobody could have predicted the speed at which the world would have to react to what was happening, and continually shift; but it was ABM’s ambition to not only protect our business but also to grow it. I am proud to say that despite the raft of unknowns which came ABM’s way, the security business has made remarkable progress in the face of remarkable challenges.
In the last year we have successfully secured 29 new security contracts. For the retail part of our business, security services have taken on new meaning. With many shopping facilities being only partly open for the majority of the last year, there has been a shift: where our focus had been on theft, guiding shoppers through the centre, keeping them safe and working on counterterrorism, we now had to consider new security measures such as the risks to property that come with stores being closed for long periods of time.
Equally, as we adapted to the new measures that need to be in place to keep us safe, our teams have had to take on additional duties such as topping up hand sanitising stations, encouraging the public to wear face coverings and ensure the public remain at a social distance to reduce the risk of spreading the virus. We have seen the level of aggression and even violence towards staff members increase as the public have become tired of restrictions, but our teams have been fantastic at managing these isolated incidents and ABM has ensured that support in maintaining good mental health as well as physical health has been made available to them.
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Changing perceptions of security There has been a positive change that has come out of the last year and that is around the perceptions of security and the role it plays.
The pandemic has brought security industry to the fore which has prompted the stigma around the profession to shift a little. The talented people working on the front line in this industry have deservedly been recognised as key workers for the fi rst time which is fantastic.
On the corporate real estate side of the business, things are also changing. One of our early wins included a contract with a prestigious fi nancial institution to supply security, front of house and switchboard services along with cleaning for their headquarters. This was a chance for us to further demonstrate our corporate experience and integrated approach. My title evolved from Security Director to Security and Client Services Director to refl ect this holistic attitude to the service we offer.
Growth amidst the challenges Despite the obvious challenges that we faced over the past 12 months, the agility of our leadership, the experience of the collective and the hard work of our teams on site to deliver outstanding service has fuelled the growth of the business.
Outside of the client wins, we were delighted to see that our annual Approved Contractor Scheme (ACS) security audit placed ABM into the top 5% of accredited security companies in the UK and we are considered an ACS Pacesetter. This exclusive membership for only the top 15% of the 825 SIA-approved security companies in the UK is a great distinction. This, alongside fi ve industry best practices which were awarded by the auditor, provided our team with an enormous boost in morale at a time we all needed it.
It also provides clients with a transparent view of our audit results and high standards, whilst allowing us to demonstrate that we perform far above the expected industry standard.
Living in the new normal A year on from the fi rst lockdown and the world is forever changed. One way we have adapted to the new needs of our clients is through the formation of our own
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