Right size, Right fit
At Anabas, we recognised some years ago that to deliver a fully integrated customer centric service, a new approach was required. We set about mapping out our customers’ journey, working in partnership with our clients so that we fully understood their needs and what would make a difference to the success of their business. The result of which was the creation of an entirely new facilities management role, which we named Floor Captains.
The training we provide at Anabas is a continuous process that constantly evolves to ensure our staff are the best they can be. We select ambitious individuals, who are keen to learn and then upskill them to deliver a range of services. We train our Floor Captains based on the needs of each client. No two businesses are the same, and cultures and needs vary massively, so we take the time to understand what the client requires and then train our Floor Captains accordingly. The training can include basic electrical, fabric maintenance, SIA, legionella, basic plumbing, painting and additional more complex skills. Our Floor Captains have the skills and experience to work with minimum supervision and, where necessary, direct, supervise and coordinate some or all tasks undertaken by other staff. We emphasise to our Floor Captains their impact on the service experience and coach them on the behaviours we expect in delivering a “Best-in Class” service focusing on customer service, with particular emphasis on – “See it, Own it, Fix it”.
A Floor Captain constantly interacts with customers and is highly visible and immediately recognisable as the “go to” to person on the floor, not only for the services they provide themselves, but as a first point of call for any areas of soft or hard services support. They will also assist customers with coordination and advice on access to other services even if it is outside of Anabas’ contract scope. Where previously clients may have needed to bring individuals in at a costly fee to deliver one off services, the Anabas Floor Captains are able to support across the board and as such can eliminate third party costs.
Those who step into the role are given the opportunity to develop their skill set and to gain a diverse, hands on experience working on site. It’s also no longer enough just to provide adequate training; we feel it is important to deliver significant training which is responsive to the needs of our staff and our customers alike. Through learning about the business from the bottom up, we are creating the FM’s of the future and opening people up to a career that can be filled with opportunity.
Recruitment is a massive challenge across the FM industry at the moment, and finding the right individuals with the right attitude is becoming increasingly difficult. By creating this role, we have and will continue to create individuals who are hardworking, diligent, skilled and grateful to be given the opportunity to enhance their skills and career. Without a doubt, the benefits are plentiful for both Anabas and our clients. Upskilling is a must for our business and for the industry as a whole.