Axis Group, the UK security, cleaning, front-of-house and support services contractor, is among finalists in the Institute of Customer Service’s UK ‘Customer Satisfaction Awards’ in the Employee Engagement Strategy category.
Axis points to its people strategy, launched in 2015, with nine distinct business components, all feeding into a central Employee Engagement and customer service focus. The firm says that is now the cornerstone of its company ethos and integral to its goal to become ‘Employer of Choice’ within its sector.
Reward and recognition programmes, CSR initiatives, communication and an employee portal are among tools. The company offers counselling, health and financial wellbeing initiatives, which have helped to increase staff retention by 20pc in four years.
Jonathan Levine, Axis Group CEO, says: “We are constantly having to look at innovative ways to attract and retain the best talent, and develop remuneration packages that go beyond ‘traditional’ benefits. We achieve this through encouraging excellent performance, clarifying responsibilities and delivering tailored and engaging learning and development programmes.
“We want our employees to feel motivated, committed and empowered to act in the moment to resolve problems, display empathy, demonstrate consistency and continuously find ways to improve both their customer and personal experiences.”
The company gained the ServiceMark Accreditation from The Institute of Customer Service. That’s a national standard recognising an organisation’s achievement in customer service, and its commitment to upholding those standards. It is awarded based on customer satisfaction feedback, a six-day assessment of standards and employee engagement with an organisation’s customer service strategy.
Jonathan Levine adds: “It’s the recognition we need to stand out to employees, future employees and customers for being a company who values its people.”
