Atradius UK and Ireland Head Office is based in Cardiff Bay. A large impressive glass fronted building in a prestigious water front location adjacent to the National Assembly for Wales. Atradius has regional offices in the UK and a strategic presence in 50 countries worldwide. The Cardiff Head Office is central focus for corporate activities hosting many UK and international clients and visitors.
The Challenge: MSS took over the contract in 2010. Atradius were concerned about the poor supervision and management of the existing cleaning team. The poor management of cleaning staff was resulting in a lack of focus on quality and low productivity. The lack of structured management also resulted in an unresponsive service.
The Solution: MSS provide a dedicated Key Account Manager (KAM), a clear point of contact for the client. Our KAM provides consistent management, monitoring of our service and support for our staff.
MSS believe that in order to get the best out of our staff, we need to establish clear roles.
We developed clear schedules of work for staff. Cleaners and supervisors have areas of responsibility, separated into zones with clear schedules to work against.
We support our staff with specific training for their roles. Developing our employees and providing the right training helps us improve our service. Our cleaners complete 28 bespoke training modules to ensure they have the relevant training to carry out their roles. At the end of each module there is a short test to validate their understanding.
As well as training we recognise our “stars” at MSS. Every month an MSS employee is recognised for outstanding performance.
The Result: Consistent management of the cleaning service. New cleaning schedules and bespoke training for staff. Staff recognition and reward has led to a committed team providing a quality service. This has resulted in the higher quality standards of cleaning, a well-managed team of cleaners and a responsive service that the client can depend upon.