Chris Middleton, Security and Client Services Director at ABM UK, looks back on a year like no other.
It was February 2020 and I was walking into my new position with the usual nervous excitement that comes with the first day on the job. Bringing 17 years’ experience to the table, predominantly in professional services, I was motivated by joining a dynamic leadership team, the growth opportunities available and the impact I could have as the security lead in an integrated facilities services business.
Less than a month later, what had started as rumblings from overseas about a new virus quickly became the topic of all leadership meetings and it was clear the year ahead would be like none we had ever faced. Nobody could have predicted the speed at which the world would have to react and continually shift; but it was ABM’s ambition to not only protect our business but also to grow it. I am proud to say that despite the raft of unknowns which came ABM’s way, the security business has made remarkable progress in the face of remarkable challenges.
New contracts
In the last year we have successfully secured 29 new security contracts. For the retail part of our business, security services have taken on new meaning. With many shopping facilities only partly open for the majority of the last year, there has been a shift: where our focus had been on theft, guiding shoppers, keeping them safe and counterterrorism, we have also had to consider risks to property that come with stores being closed.
Equally, our teams have had to take on additional duties such as topping up hand sanitising stations, encouraging the public to wear face coverings and remain at a social distance. We have seen aggression and even violence towards staff members increase as the public have tired of restrictions, but our teams have been fantastic at managing these isolated incidents and ABM has ensured that support in maintaining good mental as well as physical health has been made available to them.
A positive change is that the security industry has come to the fore and the stigma around the profession seems to have shifted a little now that these talented people have been recognised as key workers for the first time.
On the corporate real estate side of the business, things were also changing. One of our early wins included a contract with a prestigious financial institution to supply security, front of house and switchboard services along with cleaning for their headquarters. This was a chance for us to further demonstrate our corporate experience and integrated approach. My title has recently evolved from Security Director to Security and Client Services Director to reflect this holistic attitude to the service we offer.
Staying agile
The growth of the business, despite the obvious challenges we faced, is down to the agility of our leadership, the experience of the collective and the hard work of our teams on site to deliver outstanding service.
Outside of the client wins, we were delighted to see that our annual Approved Contractor Scheme (ACS) security audit placed ABM into the top 5% of accredited security companies in the UK and we are considered an ACS Pacesetter.
This exclusive membership for only the top 15% of the 825 SIA-approved security companies in the UK is a great distinction. This, alongside five industry best practices which were awarded by the auditor provided our team with an enormous boost in morale. It also provides clients with a transparent view of our audit results and high standards whilst allowing us to demonstrate that we perform far above the expected industry standard.
A year on from lockdown 0.1, the world is forever changed. One way we have adapted is through the formation of an Expert Advisory Council made up of internal and external experts to ensure we stay up to date on the latest information and procedures and that our clients continue to receive the consistent quality and market-leading service they have come to expect of us. It is vital to be immersed in the industry which is why I joined the IFPO Advisory Board this year; an association dedicated to providing meaningful education and certification for all levels of security professionals globally. I have also been elected as a member of the Security Institute which was a huge privilege and I am now applying to become a chartered security professional and obtain my CSyP.
The ABM team is agile, talented and robust and if we can achieve all we have during a global pandemic, the sky is the limit as a new normal settles over the coming months and year.
To find out more information, visit: https://www.abm.co.uk/
This article was originally published in the April edition of Security Journal UK. To read a free digital copy of the magazine, click here.