Don’t go away this summer and fi nd you have no contract to come back to.

Every year contracts are lost because of poor cover arrangements that are made when the contractor goes away on holiday. If you are planning a holiday then you must inform us and the client of your plans. Let your Helpdesk Advisor at GCC and the client know who is going to be covering, introduce them and pass on their contact details. If you need help training anyone then please contact us as soon as possible on 020 8642 0054 or email cs@gccfm.com.

If your poor cover arrangements put the contract at risk then we will take steps to bring your contract to an end and you may not be entitled to any refund, so if you are unclear about what you need to do speak to us ASAP.

June 2016

GCCfacilitiesmanagement

Contractor MessengerGCC Facilities Management plc

8-10 High Street, Sutton SM1 1HN Phone: 020 8642 0054 Email: cs@gccfm.com

www.gccfm.com

It involves all of us.

Many of us don’t realise that the value of customer service has on the organisation’s success, reputation, revenue, staff size and retention - the list goes on. We all play a part in offering customer service whether or not the word “customer” is in your job title, at the end of the day, it’s the customer who determines your job and how well we perform.

Customers can be internal or external. At GCC we will treat everyone with honesty and respect, giving a warm welcome, listening to enquires, helping to solve issues and getting back to you as soon as possible.

As contractors you are often at the forefront of delivering not just our cleaning service but our customer service as well. When you or your teams go to work we want you

Customer Serviceto offer the best level of service that you can. This may simply involve communicating well with the client and being fl exible and helpful when the opportunity arises. Clients that like and have a good relationship with the contractor and cleaners are more understanding and helpful when things do go wrong.

By working together to supply good cleaning and good customer service we can create long term partnerships that are in all our best interests.

We pride ourselves on being a good team that work together for the benefi t of all our customers. If you have any comments to make regarding customer service or would like to discuss anything then please contact us on 020 8642 0054 or email cs@gccfm.com.

Would you like anextra £200?

We are urgently looking for new contractors in the following areas:

Bradford, Bristol, Crawley,Edinburgh, Glasgow, Grantham, Guildford,

Horsham, Leeds, Leicester, Liverpool, Nuneaton, Preston, Redhill, Reigate,

Southampton, York and Wirral

If you would like to recommend anyone in these areas and they go on to invest in a contract you will receive £200 after they have cleaned their fi rst contract for a month.

Call 020 8642 0054 or emailjobs@gccfm.com giving us the detailsof who you would like to recommend.

are planning a holiday then you must inform us and the client of your plans. Let your Helpdesk Advisor at GCC and the client know who is going to be covering, introduce them and pass on their contact details. If you need help training anyone then please contact us as soon as possible on 020 8642 0054 or email cs@gccfm.com.

If your poor cover arrangements put the contract at risk then we will take steps to bring your contract to an end and you may not be entitled to any refund, so if you are unclear about what you need to do speak to

Holiday Risk

Colleague of the Quarter

Quarterly AwardsContractor of the Quarter

Colleague of the Quarter

Colleague of the Quarter

Jackie Taylor Jackie joined GCC in February 2013 after we won the National Account for Everyday Loans.

Paula Jukes, the client’s manager, specifi cally requested Jackie be retained and TUPE’d from the outgoing supplier because Jackie had always provided a high level of service and reliability. For the past three years Jackie has continued to demonstrate good communication skills, reliability and an excellent work ethic which have resulted in a continually happy client and quality service delivery, she has been a pleasure to work with and the award is well deserved.

Mimi MalongaMimi is very pleasant and polite and always gives 100%. Mimi originally cleaned one contract, once a week for us and was going the extra mile cleaning areas that were not on the specifi cation just to keep the client happy.

She has an eye for detail and every nook and cranny is cleaned to a high standard. She also presents her areas well, so the client can see straight away that care and attention is given to all areas. She is now cleaning several sites for us and constantly learning new methods of cleaning and keeping her skills up-to-date with 1-2-1 training sessions.

Ola RufaiOla has a very approachable personality and communicates well with his staff, GCC and the client. Ola uses a team to carry out the fi rst clean to get the premises spotless and, at the same time, training the cleaner for the site.

He regularly visits his sites and meets with the clients to make sure the standard is maintained and everyone is happy. Ola puts an action plan together if the client has any issues and retrains staff to make necessary changes.

His clients appreciate the extra attention to detail and often give postive feedback in surveys, proving that making the extra effort to give good customer service can provide a great experience all round.

Natalie CartmerNatalie is the Marketing Executive Team Leader at our Head Offi ce in Sutton.

Natalie joined GCC 3 years ago with experience of

sales across a variety of business sectors. Her role is as team leader for the outbound call team, which is part of the Marketing Department. As well as training the team, Natalie has helped to streamline our introduction to larger group accounts, which means that often she is the fi rst point of contact for larger group accounts.

She enjoys spending quality time with her family and is a frequent visitor at her local gym. Asked to describe her in 3 words, her colleagues replied, “professional, organised and hard-working”.

Every Bank Holiday we receive communications from clients upset because their expectations haven’t been met. Our contracts are very clear about Bank Holidays and access. However we need to ensure that we know what is expected from us. This is your ‘opportunity’ to strengthen your relationship with the client.

As with all Bank Holidays please talk to your client and fi nd out what they want. If you are not asked to work on the Bank Holiday there may be an expectation that you make this time up. Bank Holidays are an opportunity to be proactive, show fl exibility and strengthen long term relationships with the client. The next Bank Holiday falls on Monday 29th August.

August Bank Holiday Attachedis the latest

edition of ourOperations Bulletin

which has been sent to our staff - please feelfree to use it to train

your stafftoo.

Introduction

Manufacturers of chemicals are required to identify the hazards associated with the chemicals they supply by way of labelling and the provision of safety data sheets. The symbols that have been used are now changing to make all labelling the same internationally.

You will notice that many of our product labels have changed to ensure compliance with this.

Employee Responsibilities

It is the responsibility of all employees to ensure that you have read and understood the labelling on each of the chemicals you use on site. All GCC’s chemicals have COSHH safety data sheets (in your Site Book). Please make sure you have a complete set for the chemicals you use. Your Helpdesk Advisor can provide you with copies of the safety data sheets for our chemicals, should you need them.

Symbols

The CLP (Classifi cation, Labelling and Packaging) Regulation pictograms are very similar to those used in the old labelling system and appear in the shape of a diamond with a distinctive red border and white background. One or more pictograms might appear on the labelling of a single chemical.

Operations BulletinBulletin No 4 - Changes to hazard information

on chemical packaging

Resource: www.hse.gov.uk

Keep a lookout as these will be introduced on ourchemical labelling over the next few months.

Introduction

Manufacturers of chemicals are required to identify the hazards associated with the chemicals they supply by way of labelling and the provision of safety data sheets. The symbols that have been used are now changing to make all labelling the same internationally.

You will notice that many of our product labels have changed to ensure compliance with this.

Employee Responsibilities

It is the responsibility of all employees to ensure that you have read and understood the labelling on each of the chemicals you use on site. All GCC’s chemicals have COSHH safety data sheets (in your Site Book). Please make sure you have a complete set for the chemicals you use. Your Helpdesk Advisor can provide you with copies of the safety data sheets for our chemicals, should you need them.

Symbols

The CLP (Classifi cation, Labelling and Packaging) Regulation pictograms are very similar to those used in the old labelling system and appear in the shape of a diamond with a distinctive red border and white background. One or more pictograms might appear on the labelling of a single chemical.

Operations BulletinBulletin No 4 - Changes to hazard information

on chemical packaging

Resource: www.hse.gov.uk

Keep a lookout as these will be introduced on ourchemical labelling over the next few months.