Customer Support

Operational Management

Our track record and reputation for quality service delivery is underpinned by our approach to operational management. We continuously manage our growth and maintain our high quality standards by ensuring that our managers have carefully managed workloads, so they are available on the ground to deliver.

All field based managers complete a rigorous induction programme ensuring that they are equipped to provide a professional and efficient service that is consistent throughout our client portfolio, regardless of geographical location.  Each operational manager will also undertake management training through the Institute of Leadership and Management to enhance their skill set on an ongoing basis.

The centralised support infrastructure allows each manager to spend 80% of their time in the field with clients and staff, monitoring performance and maintaining clear and open lines of communication between all parties.   Management visits to client sites are all logged and monitored through out IT systems, with any action points arising tracked by senior management until completion.  A clearly defined escalation procedure is built into all operational processes to ensure that all actions are completed in a timely and efficient manner.

Regular operational meetings are held both on a regional and national basis to discuss all aspects of service delivery and enable the transfer of best practice where appropriate. Each security team will also hold regular team meetings attended by the operational manager with responsibility for that site to discuss site specific issues and keep the site based teams abreast of any changes to legislation, innovation or methods of operation.

It is through operational practices such as these that Advance maintains consistently high performance levels.