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t h e ‘no comprom i s e ’ s e c u r i t y pa rt n e r
The industry’s
                                                   highest quality
        security services
When it comes to protecting your business, the stakes
are high. There’s a constant risk of losing information,
assets or revenues through fire, theft or fraud. And
security breaches can result in negative publicity and
irreparable brand damage.


Wilson James can protect you

Wilson James delivers the industry’s highest quality
security services based on one key element: investment
in people. Through fair pay, excellent training,
management support and a maximum 48-hour
working week, we ensure our teams are keen,
attentive, competent and dedicated to minimising
risk across your business.


As well as redefining service quality, Wilson James
delivers excellent value for money. We can help
identify inefficiencies in your current security provision,
re-engineer costly working practices, and suggest
innovative technology solutions that reduce your
staff overheads.


Through our unique approach, Wilson James is
delivering great results for industry-leading customers.
We have contract retention rates of more than 95
percent, and unprecedented, low staff turnover of
less than 10 percent. Based on our performance and
commitment to quality, it’s no surprise that 100 percent




     “
of Wilson James customers would recommend us.




             [Wilson James] is a first-class security company that continues to maintain
          high levels of client satisfaction with many prestigious, high-profile accounts.




                                                                                                 ”
            The company is committed to continual improvement in its systems and the
                 service it provides, which helps to maintain it as a benchmark company
                                                                            for the sector
                                                                     NQA Inspector for the ACS




.
“
O u r s e r v i c e p o r t fo l i o




                                                                                                                 ”
Wilson James security services

Wilson James delivers the highest quality security and
                                                                          Wilson James has been a
guarding services in the industry. Through consultancy,                   leader in innovation for
we assess your existing provision and design a solution
                                                                                     our company
that is tailored to your specific needs.
                                                                                            Client, Linklaters
We have experience of delivering security and guarding
services to clients in an array of settings, from corporate
offices and galleries, to airports, warehouses and data
centres. Key services in our portfolio include:
• Security management
• Security guarding
• Remote and on-site CCTV and alarm monitoring


Wilson James front-of-house services

Through excellent training and working conditions,
Wilson James brings you the most effective, best
presented front-of-house staff. Our offerings span:
• Reception and concierge
• Switchboard and helpdesk




“
• Chauffeurs and drivers
• Mailroom and porterage




                                                                                                                     ”
     The Wilson James reception team consistently more than fulfil their responsibilities.
                    It is to their credit that there are so many compliments and notes of
                                                              thanks from members of staff
                                                                                                 Client, BG Group

                                                              Wilson James value-added services:

                                                              At Wilson James, we strive to offer customers the
                                                              best-value security provision in the industry.
                                                              To achieve this, we take an in-depth look at your
                                                              existing security services and identify key areas of
                                                              inefficiency. We then suggest innovative working
                                                              practices and technologies that automate routine
                                                              tasks, improve security and reduce staffing overheads.
                                                              Specifically, we increase efficiency and value through
                                                              our suite of Wilson James value-added services,
                                                              which include:
                                                              • Service re-engineering and consultancy
                                                              • Risk assessment and auditing
                                                              • Electronic counter measures/bug sweeping
                                                              • Protection for executives




           delivering excellence at every level
S e t t i n g n ew s t a n d a rd s fo r s e c u ri t y p rov i s i o n
Leaders in training
Wilson James is committed to delivering the highest
quality security and front-of-house services in the
industry. To achieve this, we offer you training that
consistently exceeds industry standards. The result is
a team of attentive, high quality, fully-skilled security




“
staff that deliver consistently excellent service to
your business.




                                                   ”
        Wilson James has long proven
        itself to be fully committed to
       developing its staff at all levels
                               Course Director,
                   The People Develoment Team

Annual Technical Refresher training for every member
of the team ensures knowledge is kept fully up-to-date.     Excellent pay and working conditions
And, uniquely to Wilson James, all staff participate in
                                                            Wilson James employees receive good rates of pay and
our Customer Experience Day training which promises
                                                            we remain the only company in the industry to work
your visitors a warm and professional welcome.
                                                            a maximum 48 hours a week in accordance with the
                                                            Working Time Regulations. Part of our core philosophy
                                                            is to offer a good work:life balance, which helps to
                                                            increase job satisfaction and minimise employee
                                                            churn, ensuring the best possible security solution.

                                                            Effective contract management
                                                            Wilson James Business Services Managers are rarely
                                                            expected to manage more than eight contracts each.
                                                            With time to focus on the strategic direction of
                                                            your contract, and supported by Customer Service




                                                            “
                                                            Managers, they ensure every team member is inspired
                                                            and motivated to achieve the best possible results.


                                                                  The first thing that hits you is
                                                                 the quality of Security Officer
                                                                   that Wilson James employs.
                                                               The working hours are great and




                                                                                                           ”
                                                                the teamwork between all shift
                                                               members is something I haven’t
                                                                             experienced before
                                                                                            Steve Povey,
                                                                             Security & Support Manager

.
Adding value
We lead the way in the application of new technologies and
deliver a range of added value services that can help you
manage your premises more efficiently and cost-effectively.
The purpose of these services is to:
• Implement innovative technology solutions to




                                                            “
   reduce manpower requirements
• Maximise the effectiveness of on-site employees,
   based on improved working conditions, increased
   motivation and better management
• Extend the role of Security Officers to value-added
                                                                Our manager is strongly supported by his
   tasks such as monitoring health and safety
• Provide security training innovations that improve
                                                                management team at Wilson James and is




 “
   knowledge and skills                                         effectively part of our team. This contract




                                                                                                                               ”
                                                                represents a solid, long-term relationship
        Wilson James employs a highly                            that continues to offer new and creative
  professional management team who                                 opportunities for service enhancement
                                                                                                    Client, Electronic Arts
are genuinely passionate about quality.




                                                            ”
       We have formed an exceptional                                 Wilson James: Driving the security industry forward
   partnership (and) this is reflected in                            Stuart Lowden, MD, and other members of the

our decision to reappoint Wilson James                               Wilson James board, are working tirelessly to
                                                                     drive up standards across the security industry. As
                                       Client, Linklaters
                                                                     contributors to a number of key industry bodies,
                                                                     they are lobbying for better working conditions,
                                                                     better training and better pay, both for the benefit of
                                                                     employees and clients.
                                                                     Writing in Risk Magazine, Terry O’Neil of The
                                                                     Security Watchdog says: “There is only one man
                                                                     capable of trying to lead this industry to a better
                                                                     future and that is Stuart Lowden. [Stuart] has tried
                                                                     to set the industry on a new course post-licensing
                                                                     by embracing the terms of the Working Time
                                                                     Regulations for his staff. Why don’t some of the
                                                                     major companies follow that lead?”



Award-winning health and safety practices                          Exceeding industry standards
                                                                   We are accredited to all relevant ISO standards for
At Wilson James, our health and safety record is among
                                                                   security guarding, quality management and environmental
the best in the industry, ensuring we can protect your site
                                                                   working, positioning us to deliver the best services to
and people effectively. We have an excellent track record
                                                                   your business. We have also been an Investor in People
with a reportable accident rate currently of 0.26% per
                                                                   since 2003, are an NSI Gold company and have been the
100,000 hours worked.
                                                                   first to receive the NSI Contract Quality Marque standard.


                                  driving industry innovation
A seamless transition to Wilson James



“       Wilson James anticipates
         and listens to us as their
           client and really went




                                              ”
       beyond the call of duty to
           support the set-up of
                     the contract
                          Client, Rio Tinto




If you choose to work with Wilson James, we will
protect your business from the very first days of
your new contract.


Critically, we will provide a dedicated Mobilisation
Manager to ensure a smooth, on-time transition
                                                          “       The mobilisation team was
                                                                   extremely knowledgeable
                                                           in TUPE regulations and was also
                                                             sensitive and compassionate to
from your previous provider. What’s more, we                individuals’ concerns. The whole
are experts when it comes to integrating and           process was extremely well managed




                                                                                                     ”
re-motivating employees based on the TUPE
process, ensuring we never lose critical staff or
                                                       and our security operations were not
knowledge during contract set-up.                       impaired at all. Overall a successful
Following initial staff training to keep morale
                                                                    and trouble-free transfer
high during changeover, we ensure you receive
consistently excellent, uninterrupted services
                                                                    Client, PricewaterhouseCoopers
through ongoing staff motivation. We also
operate a Staff Welfare and Development
Programme which is a tool for regular
dialogue with staff.


Before the transition, we develop and deliver a
detailed mobilisation plan. This is then used as the
agenda for weekly report meetings, ensuring that all
key transition milestones take place seamlessly, on
time and on budget.
D e l i ve ri n g ex c e l l e n t c o n t ra c t p e r fo r m a n c e
Wilson James strives to deliver excellent performance
throughout every stage of the contract lifecycle, based on:


  Frequent performance reviews
  These take the form of annual, quarterly, monthly and
  weekly meetings, as well as ad-hoc communications.
  Performance reviews are used to increase service levels
  by implementing best practices, addressing changing
  needs and measuring achievements against key
  performance indicators.


  Leading service level agreements (SLAs)
  Before the contract begins, we sign a comprehensive SLA.




                                                               “
  This covers issues such as timekeeping, attendance,
  training and response times. We will agree the relevant
  key performance indicators with you up front, and
  monitor them throughout the contract lifecycle.

                                                                       In Wilson James I have a partner




                                                                                                                           ”
  Service benchmarking
  At Wilson James, we benchmark every aspect of our                  that supports me unequivocally in
  service to support continual service improvement,                    striving to achieve excellence in
  from service delivery best practice and pay, to benefits,
  productivity and performance.
                                                                                          all that we do
                                                                                                       Client, Carillion
  24/7 support
  We have managers and mobile night support teams on
  duty 24/7, enabling us to react quickly to service
  requests outside office hours. These teams are backed up
  by a national, 24-hour communications centre which holds
                                                                      British Security
  detailed escalation plans for each of our customers in the
  event of an unplanned incident.                                     Industry Association
                                                                      (BSIA) membership
  Access to the Wilson James bench team                               Because Wilson James is a member of the BSIA,
  To ensure we can react swiftly to the ever-changing needs           you can be sure that we are financially sound and
  of our customers, we have a bench team of fully-trained             that our people and processes comply with or
  Security Officers. Typical duties of the bench team                 exceed all relevant industry standards. Above all,
  include emergency cover in response to an on-site                   you can be sure you are working with a security
  incident or ad-hoc support for planned internal or                  provider that is committed to excellence across
  external events.                                                    all areas of service delivery.



Next steps…
To find out how Wilson James can help you optimise security provision and minimise business risk,
contact 01628 535600, email security@wilsonjames.co.uk, or visit www.wilsonjames.co.uk/security




                     putting knowledge into practice
Work:life balance
             Quality
 Value for money
     Service re-engineering
 Training and development
              Front-of-house
       Focussed on service
Integrated solutions
                 Consultancy
Technology innovators




Contact
Darwin House             21 Whitefriars Street   Osprey House         Centrex House
Bourne Park              London                  Pacific Quays        1 Simpson Parkway
Cores End Road           EC4Y 8JJ                Broadway             Kirkton Campus
Bourne End                                       Salford              Livingston
Buckinghamshire                                  Manchester           West Lothian
SL8 5AS                                          M50 2UE              EH54 7BH


Tel: 01628 535600        Tel: 0207 353 4171      Tel: 0161 877 6999   Tel: 01506 497895
Fax: 01628 535601        Fax: 0207 353 4169      Fax: 0161 877 9669   Fax: 01506 497896


email:security@wilsonjames.co.uk
www.wilsonjames.co.uk




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Wilson James Security Management Brochure

  • 1. t h e ‘no comprom i s e ’ s e c u r i t y pa rt n e r
  • 2. The industry’s highest quality security services When it comes to protecting your business, the stakes are high. There’s a constant risk of losing information, assets or revenues through fire, theft or fraud. And security breaches can result in negative publicity and irreparable brand damage. Wilson James can protect you Wilson James delivers the industry’s highest quality security services based on one key element: investment in people. Through fair pay, excellent training, management support and a maximum 48-hour working week, we ensure our teams are keen, attentive, competent and dedicated to minimising risk across your business. As well as redefining service quality, Wilson James delivers excellent value for money. We can help identify inefficiencies in your current security provision, re-engineer costly working practices, and suggest innovative technology solutions that reduce your staff overheads. Through our unique approach, Wilson James is delivering great results for industry-leading customers. We have contract retention rates of more than 95 percent, and unprecedented, low staff turnover of less than 10 percent. Based on our performance and commitment to quality, it’s no surprise that 100 percent “ of Wilson James customers would recommend us. [Wilson James] is a first-class security company that continues to maintain high levels of client satisfaction with many prestigious, high-profile accounts. ” The company is committed to continual improvement in its systems and the service it provides, which helps to maintain it as a benchmark company for the sector NQA Inspector for the ACS .
  • 3. “ O u r s e r v i c e p o r t fo l i o ” Wilson James security services Wilson James delivers the highest quality security and Wilson James has been a guarding services in the industry. Through consultancy, leader in innovation for we assess your existing provision and design a solution our company that is tailored to your specific needs. Client, Linklaters We have experience of delivering security and guarding services to clients in an array of settings, from corporate offices and galleries, to airports, warehouses and data centres. Key services in our portfolio include: • Security management • Security guarding • Remote and on-site CCTV and alarm monitoring Wilson James front-of-house services Through excellent training and working conditions, Wilson James brings you the most effective, best presented front-of-house staff. Our offerings span: • Reception and concierge • Switchboard and helpdesk “ • Chauffeurs and drivers • Mailroom and porterage ” The Wilson James reception team consistently more than fulfil their responsibilities. It is to their credit that there are so many compliments and notes of thanks from members of staff Client, BG Group Wilson James value-added services: At Wilson James, we strive to offer customers the best-value security provision in the industry. To achieve this, we take an in-depth look at your existing security services and identify key areas of inefficiency. We then suggest innovative working practices and technologies that automate routine tasks, improve security and reduce staffing overheads. Specifically, we increase efficiency and value through our suite of Wilson James value-added services, which include: • Service re-engineering and consultancy • Risk assessment and auditing • Electronic counter measures/bug sweeping • Protection for executives delivering excellence at every level
  • 4. S e t t i n g n ew s t a n d a rd s fo r s e c u ri t y p rov i s i o n Leaders in training Wilson James is committed to delivering the highest quality security and front-of-house services in the industry. To achieve this, we offer you training that consistently exceeds industry standards. The result is a team of attentive, high quality, fully-skilled security “ staff that deliver consistently excellent service to your business. ” Wilson James has long proven itself to be fully committed to developing its staff at all levels Course Director, The People Develoment Team Annual Technical Refresher training for every member of the team ensures knowledge is kept fully up-to-date. Excellent pay and working conditions And, uniquely to Wilson James, all staff participate in Wilson James employees receive good rates of pay and our Customer Experience Day training which promises we remain the only company in the industry to work your visitors a warm and professional welcome. a maximum 48 hours a week in accordance with the Working Time Regulations. Part of our core philosophy is to offer a good work:life balance, which helps to increase job satisfaction and minimise employee churn, ensuring the best possible security solution. Effective contract management Wilson James Business Services Managers are rarely expected to manage more than eight contracts each. With time to focus on the strategic direction of your contract, and supported by Customer Service “ Managers, they ensure every team member is inspired and motivated to achieve the best possible results. The first thing that hits you is the quality of Security Officer that Wilson James employs. The working hours are great and ” the teamwork between all shift members is something I haven’t experienced before Steve Povey, Security & Support Manager .
  • 5. Adding value We lead the way in the application of new technologies and deliver a range of added value services that can help you manage your premises more efficiently and cost-effectively. The purpose of these services is to: • Implement innovative technology solutions to “ reduce manpower requirements • Maximise the effectiveness of on-site employees, based on improved working conditions, increased motivation and better management • Extend the role of Security Officers to value-added Our manager is strongly supported by his tasks such as monitoring health and safety • Provide security training innovations that improve management team at Wilson James and is “ knowledge and skills effectively part of our team. This contract ” represents a solid, long-term relationship Wilson James employs a highly that continues to offer new and creative professional management team who opportunities for service enhancement Client, Electronic Arts are genuinely passionate about quality. ” We have formed an exceptional Wilson James: Driving the security industry forward partnership (and) this is reflected in Stuart Lowden, MD, and other members of the our decision to reappoint Wilson James Wilson James board, are working tirelessly to drive up standards across the security industry. As Client, Linklaters contributors to a number of key industry bodies, they are lobbying for better working conditions, better training and better pay, both for the benefit of employees and clients. Writing in Risk Magazine, Terry O’Neil of The Security Watchdog says: “There is only one man capable of trying to lead this industry to a better future and that is Stuart Lowden. [Stuart] has tried to set the industry on a new course post-licensing by embracing the terms of the Working Time Regulations for his staff. Why don’t some of the major companies follow that lead?” Award-winning health and safety practices Exceeding industry standards We are accredited to all relevant ISO standards for At Wilson James, our health and safety record is among security guarding, quality management and environmental the best in the industry, ensuring we can protect your site working, positioning us to deliver the best services to and people effectively. We have an excellent track record your business. We have also been an Investor in People with a reportable accident rate currently of 0.26% per since 2003, are an NSI Gold company and have been the 100,000 hours worked. first to receive the NSI Contract Quality Marque standard. driving industry innovation
  • 6. A seamless transition to Wilson James “ Wilson James anticipates and listens to us as their client and really went ” beyond the call of duty to support the set-up of the contract Client, Rio Tinto If you choose to work with Wilson James, we will protect your business from the very first days of your new contract. Critically, we will provide a dedicated Mobilisation Manager to ensure a smooth, on-time transition “ The mobilisation team was extremely knowledgeable in TUPE regulations and was also sensitive and compassionate to from your previous provider. What’s more, we individuals’ concerns. The whole are experts when it comes to integrating and process was extremely well managed ” re-motivating employees based on the TUPE process, ensuring we never lose critical staff or and our security operations were not knowledge during contract set-up. impaired at all. Overall a successful Following initial staff training to keep morale and trouble-free transfer high during changeover, we ensure you receive consistently excellent, uninterrupted services Client, PricewaterhouseCoopers through ongoing staff motivation. We also operate a Staff Welfare and Development Programme which is a tool for regular dialogue with staff. Before the transition, we develop and deliver a detailed mobilisation plan. This is then used as the agenda for weekly report meetings, ensuring that all key transition milestones take place seamlessly, on time and on budget.
  • 7. D e l i ve ri n g ex c e l l e n t c o n t ra c t p e r fo r m a n c e Wilson James strives to deliver excellent performance throughout every stage of the contract lifecycle, based on: Frequent performance reviews These take the form of annual, quarterly, monthly and weekly meetings, as well as ad-hoc communications. Performance reviews are used to increase service levels by implementing best practices, addressing changing needs and measuring achievements against key performance indicators. Leading service level agreements (SLAs) Before the contract begins, we sign a comprehensive SLA. “ This covers issues such as timekeeping, attendance, training and response times. We will agree the relevant key performance indicators with you up front, and monitor them throughout the contract lifecycle. In Wilson James I have a partner ” Service benchmarking At Wilson James, we benchmark every aspect of our that supports me unequivocally in service to support continual service improvement, striving to achieve excellence in from service delivery best practice and pay, to benefits, productivity and performance. all that we do Client, Carillion 24/7 support We have managers and mobile night support teams on duty 24/7, enabling us to react quickly to service requests outside office hours. These teams are backed up by a national, 24-hour communications centre which holds British Security detailed escalation plans for each of our customers in the event of an unplanned incident. Industry Association (BSIA) membership Access to the Wilson James bench team Because Wilson James is a member of the BSIA, To ensure we can react swiftly to the ever-changing needs you can be sure that we are financially sound and of our customers, we have a bench team of fully-trained that our people and processes comply with or Security Officers. Typical duties of the bench team exceed all relevant industry standards. Above all, include emergency cover in response to an on-site you can be sure you are working with a security incident or ad-hoc support for planned internal or provider that is committed to excellence across external events. all areas of service delivery. Next steps… To find out how Wilson James can help you optimise security provision and minimise business risk, contact 01628 535600, email security@wilsonjames.co.uk, or visit www.wilsonjames.co.uk/security putting knowledge into practice
  • 8. Work:life balance Quality Value for money Service re-engineering Training and development Front-of-house Focussed on service Integrated solutions Consultancy Technology innovators Contact Darwin House 21 Whitefriars Street Osprey House Centrex House Bourne Park London Pacific Quays 1 Simpson Parkway Cores End Road EC4Y 8JJ Broadway Kirkton Campus Bourne End Salford Livingston Buckinghamshire Manchester West Lothian SL8 5AS M50 2UE EH54 7BH Tel: 01628 535600 Tel: 0207 353 4171 Tel: 0161 877 6999 Tel: 01506 497895 Fax: 01628 535601 Fax: 0207 353 4169 Fax: 0161 877 9669 Fax: 01506 497896 email:security@wilsonjames.co.uk www.wilsonjames.co.uk new ways of t h i n k i n g , n e w way s o f w o r k i n g