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The industrys

security services
When it comes to protecting your business, the stakes are high. Theres a constant risk of losing information, assets or revenues through fire, theft or fraud. And security breaches can result in negative publicity and irreparable brand damage.

highest quality

Wilson James can protect you

Wilson James delivers the industrys highest quality security services based on one key element: investment in people. Through fair pay, excellent training, management support and a maximum 48-hour working week, we ensure our teams are keen, attentive, competent and dedicated to minimising risk across your business. As well as redefining service quality, Wilson James delivers excellent value for money. We can help identify inefficiencies in your current security provision, re-engineer costly working practices, and suggest innovative technology solutions that reduce your staff overheads. Through our unique approach, Wilson James is delivering great results for industry-leading customers. We have contract retention rates of more than 95 percent, and unprecedented, low staff turnover of less than 10 percent. Based on our performance and commitment to quality, its no surprise that 100 percent of Wilson James customers would recommend us.

[Wilson James] is a first-class security company that continues to maintain high levels of client satisfaction with many prestigious, high-profile accounts. The company is committed to continual improvement in its systems and the service it provides, which helps to maintain it as a benchmark company for the sector
NQA Inspector for the ACS

O u r s e r v i c e p o r t fo l i o
Wilson James security services
Wilson James delivers the highest quality security and guarding services in the industry. Through consultancy, we assess your existing provision and design a solution that is tailored to your specific needs. We have experience of delivering security and guarding services to clients in an array of settings, from corporate offices and galleries, to airports, warehouses and data centres. Key services in our portfolio include: Security management Security guarding Remote and on-site CCTV and alarm monitoring

Wilson James has been a leader in innovation for our company

Client, Linklaters

Wilson James front-of-house services

Through excellent training and working conditions, Wilson James brings you the most effective, best presented front-of-house staff. Our offerings span: Reception and concierge Switchboard and helpdesk

Chauffeurs and drivers Mailroom and porterage

The Wilson James reception team consistently more than fulfil their responsibilities. It is to their credit that there are so many compliments and notes of thanks from members of staff
Client, BG Group
Wilson James value-added services:
At Wilson James, we strive to offer customers the best-value security provision in the industry. To achieve this, we take an in-depth look at your existing security services and identify key areas of inefficiency. We then suggest innovative working practices and technologies that automate routine

tasks, improve security and reduce staffing overheads. Specifically, we increase efficiency and value through our suite of Wilson James value-added services, which include: Service re-engineering and consultancy Risk assessment and auditing Electronic counter measures/bug sweeping Protection for executives

delivering excellence at every level

S e t t i n g n ew s t a n d a rd s fo r s e c u ri t y p rov i s i o n
Leaders in training
Wilson James is committed to delivering the highest quality security and front-of-house services in the industry. To achieve this, we offer you training that consistently exceeds industry standards. The result is a team of attentive, high quality, fully-skilled security staff that deliver consistently excellent service to your business.

Wilson James has long proven itself to be fully committed to developing its staff at all levels
Course Director, The People Develoment Team

Annual Technical Refresher training for every member And, uniquely to Wilson James, all staff participate in

of the team ensures knowledge is kept fully up-to-date. our Customer Experience Day training which promises your visitors a warm and professional welcome.

Excellent pay and working conditions

Wilson James employees receive good rates of pay and we remain the only company in the industry to work a maximum 48 hours a week in accordance with the Working Time Regulations. Part of our core philosophy is to offer a good work:life balance, which helps to increase job satisfaction and minimise employee churn, ensuring the best possible security solution.

Effective contract management

Wilson James Business Services Managers are rarely expected to manage more than eight contracts each. With time to focus on the strategic direction of

your contract, and supported by Customer Service Managers, they ensure every team member is inspired and motivated to achieve the best possible results.

The first thing that hits you is the quality of Security Officer that Wilson James employs. The working hours are great and the teamwork between all shift members is something I havent experienced before
Steve Povey, Security & Support Manager

Adding value
We lead the way in the application of new technologies and deliver a range of added value services that can help you manage your premises more efficiently and cost-effectively. The purpose of these services is to: Implement innovative technology solutions to reduce manpower requirements Maximise the effectiveness of on-site employees, based on improved working conditions, increased motivation and better management Extend the role of Security Officers to value-added tasks such as monitoring health and safety Provide security training innovations that improve

Wilson James employs a highly professional management team who are genuinely passionate about quality. We have formed an exceptional partnership (and) this is reflected in our decision to reappoint Wilson James
Client, Linklaters

knowledge and skills

Our manager is strongly supported by his management team at Wilson James and is effectively part of our team. This contract represents a solid, long-term relationship that continues to offer new and creative opportunities for service enhancement
Client, Electronic Arts

Wilson James: Driving the security industry forward Stuart Lowden, MD, and other members of the Wilson James board, are working tirelessly to drive up standards across the security industry. As contributors to a number of key industry bodies, they are lobbying for better working conditions, better training and better pay, both for the benefit of employees and clients. Writing in Risk Magazine, Terry ONeil of The Security Watchdog says: There is only one man capable of trying to lead this industry to a better future and that is Stuart Lowden. [Stuart] has tried to set the industry on a new course post-licensing by embracing the terms of the Working Time Regulations for his staff. Why dont some of the major companies follow that lead?

Award-winning health and safety practices

At Wilson James, our health and safety record is among the best in the industry, ensuring we can protect your site and people effectively. We have an excellent track record with a reportable accident rate currently of 0.26% per 100,000 hours worked.

Exceeding industry standards

We are accredited to all relevant ISO standards for security guarding, quality management and environmental working, positioning us to deliver the best services to your business. We have also been an Investor in People since 2003, are an NSI Gold company and have been the first to receive the NSI Contract Quality Marque standard.

driving industry innovation

A seamless transition to Wilson James

Wilson James anticipates and listens to us as their client and really went beyond the call of duty to support the set-up of the contract
Client, Rio Tinto

If you choose to work with Wilson James, we will protect your business from the very first days of your new contract. Critically, we will provide a dedicated Mobilisation Manager to ensure a smooth, on-time transition from your previous provider. Whats more, we are experts when it comes to integrating and re-motivating employees based on the TUPE process, ensuring we never lose critical staff or knowledge during contract set-up. Following initial staff training to keep morale high during changeover, we ensure you receive consistently excellent, uninterrupted services through ongoing staff motivation. We also operate a Staff Welfare and Development Programme which is a tool for regular dialogue with staff. Before the transition, we develop and deliver a detailed mobilisation plan. This is then used as the agenda for weekly report meetings, ensuring that all key transition milestones take place seamlessly, on time and on budget.

The mobilisation team was extremely knowledgeable in TUPE regulations and was also sensitive and compassionate to individuals concerns. The whole process was extremely well managed and our security operations were not impaired at all. Overall a successful and trouble-free transfer
Client, PricewaterhouseCoopers

D e l i ve ri n g ex c e l l e n t c o n t ra c t p e r fo r m a n c e
Wilson James strives to deliver excellent performance throughout every stage of the contract lifecycle, based on:

Frequent performance reviews

These take the form of annual, quarterly, monthly and weekly meetings, as well as ad-hoc communications. Performance reviews are used to increase service levels by implementing best practices, addressing changing needs and measuring achievements against key performance indicators.

Leading service level agreements (SLAs)

Before the contract begins, we sign a comprehensive SLA. This covers issues such as timekeeping, attendance, training and response times. We will agree the relevant key performance indicators with you up front, and monitor them throughout the contract lifecycle.

Service benchmarking
At Wilson James, we benchmark every aspect of our service to support continual service improvement, from service delivery best practice and pay, to benefits, productivity and performance.

In Wilson James I have a partner that supports me unequivocally in striving to achieve excellence in all that we do
Client, Carillion

24/7 support
We have managers and mobile night support teams on duty 24/7, enabling us to react quickly to service requests outside office hours. These teams are backed up by a national, 24-hour communications centre which holds detailed escalation plans for each of our customers in the event of an unplanned incident. British Security Industry Association (BSIA) membership

Access to the Wilson James bench team

To ensure we can react swiftly to the ever-changing needs of our customers, we have a bench team of fully-trained Security Officers. Typical duties of the bench team include emergency cover in response to an on-site incident or ad-hoc support for planned internal or external events.

Because Wilson James is a member of the BSIA, you can be sure that we are financially sound and that our people and processes comply with or exceed all relevant industry standards. Above all, you can be sure you are working with a security provider that is committed to excellence across all areas of service delivery.

Next steps
To find out how Wilson James can help you optimise security provision and minimise business risk, contact 01628 535600, email security@wilsonjames.co.uk, or visit www.wilsonjames.co.uk/security

putting knowledge into practice

Work:life balance

Quality
Value for money

Service re-engineering
Training and development

Front-of-house

Focussed on service

Integrated solutions
Consultancy

Technology innovators

Contact
Darwin House Bourne Park Cores End Road Bourne End Buckinghamshire SL8 5AS 21 Whitefriars Street London EC4Y 8JJ Osprey House Pacific Quays Broadway Salford Manchester M50 2UE Centrex House 1 Simpson Parkway Kirkton Campus Livingston West Lothian EH54 7BH

Tel: 01628 535600 Fax: 01628 535601

Tel: 0207 353 4171 Fax: 0207 353 4169

Tel: 0161 877 6999 Fax: 0161 877 9669

Tel: 01506 497895 Fax: 01506 497896

email:security@wilsonjames.co.uk www.wilsonjames.co.uk

new ways of

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