Supporting The Institute of Customer Service on their 'Service with Respect' campaign
ISS Restoration, incorporating the Rainbow International brand, are supporting The Institute of Customer Service campaign 'Service with Respect'.
Addressing the hostility faced by front-line staff.
In July 2020 The Institute of Customer Service launched their new campaign: 'Back our essential workers: service with respect'. BBC Breakfast helped highlight this important issue, interviewing ICS CEO, Jo Causon, about the aims of the initiative.
With nearly 80% of the UK’s workforce working in customer-facing roles, mounting abuse is affecting staff across every sector – from retail to public services; financial institutions to our public transport networks.
The Institute of Customer Service research reveals more than half of customer-facing staff have experienced abuse from customers since the start of the pandemic – ranging from verbal abuse such as shouting and abusive language to, in the most extreme cases, physical assaults.
As part of supporting this campaign, we are also pledging to our staff that:
- We will adopt a zero tolerance approach to hostility and abuse against your employees
- We will hold regular catch ups with your front-line staff and keep close to what is happening in their day – encourage them to report incidents
- We will invest in appropriate training and tools for staff to handle the new (and increasingly challenging) duties they are being tasked with, and to deal with potential conflict as it arises
The health and well-being of our staff in these challenging times is of paramount importance to us, so supporting this campaign is a priority.
New Appointment Daniel Carpenter
ISS Restoration are pleased to announce that Daniel Carpenter has joined their Restoration team as the Complex & Major Loss Manager for the Midland & Southern Regions.
Daniel brings extensive industry experience which will further strengthens the Complex & Major Loss capability within ISS Restoration. In this pivotal role Daniel will be dealing with the damage management of commercial, complex & major loss projects, working closely with Private and Public Sector organisations, including Local Authorities, Loss Adjusters, Insurance Companies and Insurance Brokers. The role will see him applying his vast knowledge and experience in identifying the best possible and cost effective solution to these projects throughout the Midlands and Southern part of the country.
Jamie Hutton, Complex & Major Loss Director, for ISS Restoration, commented "Daniel's appointment marks a significant progression in extending our national Complex and Major Loss Team. His appointment reinforces our position as a market leader in the delivery of Complex and Major Loss projects. Daniel’s ability to work with all stakeholders to deliver the best possible outcomes to agreed KPIs whilst maintaining the extremely high levels of customer service were key to his appointment."
Daniel commented "I am incredibly excited to be joining ISS Restoration and look forward to working closely with our highly experienced team to help reinforce our position as market leaders within our sector. We are in uncertain times at present. However our clients are still looking to us to provide our vital services. I know I personally take great pride in restoring peoples businesses and livelihoods when disaster strikes and look forward to applying my knowledge and skill set to my new role."
From Technician to Director, a career of progression for Jamie Hutton
Jamie Hutton has been promoted to the role of Complex & Major Loss Director for ISS Restoration. With immediate effect Jamie will take up the national role which will see him closely working with both customers and our nationally based Project Managers to ensure the best possible solutions are delivered within the Damage Management Industry.
Jamie brings with him extensive industry experience, operational leadership and business knowledge after being part of ISS Restoration for the last 16 years. Since joining ISS Restoration as a casual technician 16 years ago, Jamie has taken on various roles within the business including Workshop Supervisor, Site Supervisor, Project Manager and Complex & Major Loss Manager before his recent promotion to Complex & Major Loss Director. Jamie has been instrumental in ISS Restoration winning the BDMA’s coveted Commercial Loss of the Year Award on two occasions – in 2016 for the recovery of the McVitees facility in Carlisle and latterly in 2019 for a multi-disciplined recovery project at Gardner Aerospace.
Colin Kite, Operations Director for ISS Restoration, commented "This new role is testament to Jamie's long and overall commitment to the business and industry as a whole. His appointment reinforces the strength of our Complex & Major Loss capability."
Jamie commented "I am looking forward to looking at how I and the team can further develop our market leading position and offering in the Complex & Major Loss arena. Our sector is constantly evolving so we must not rest on our laurels, but continually align and develop our offering of a robust, industry respected and highly skilled team with the ability to manage any loss, irrespective of scale or complexity, anywhere in the UK. "
ISS takes on video technology to help reduce claims cycle and enhance the customer journey
Nationwide claims resolution specialist ISS Restoration has brought in innovative video technology from eviid to reduce claims cycle whilst enhancing the customer journey.
ISS works with insurers, brokers and loss adjusters, as well as utilities providers, to repair and restore damaged properties from the likes of escape of water and fire incidents. The company chose eviid’s patented video technology to help reduce claims lifecycle by having the ability to make decisions far quicker.
The technology will fully integrate with ISS Restoration workflows, meaning field teams across the country can instantly and accurately record the true extent of a claim’s remedial requirements. This means claims teams are better equipped to bring in the right skills for a quick resolution for the claimant.
Kelly Hammond, key account manager at ISS Facility Services Restoration, said: "We were looking for a technology partner that enabled all parties to securely view an accurate picture of the damage - including ourselves, our restoration teams, and our customers. The eviid Professional technology gave us just that."
eviid offers a secure and scalable enterprise-ready video solution that enables remote staff to record and securely share video instantaneously. Uniquely, meta data (including things like date and time stamps) becomes part of the footage on creation, via a patented tamper-evident watermark-like wrapper. This ensures video gives an accurate and full picture of a claim and cannot be altered without leaving a trace.
John Ridd, chief executive officer at eviid, said: "eviid technology improves the claimant experience. Our technology helps capture an accurate and tamper-evident overview of the true scope of a claim from as early as first notification, speeding up the entire claims process for ISS, leading to both increased customer satisfaction and retention."
Kelly added: "A positive claimant journey is vital to our customers, especially when it comes to restoring affected premises. The eviid technology, and the scope to add claimant facing applications, will only serve to improve these journeys by reducing the time to resolution and restoration."
ISS Restoration, incorporating the Rainbow International brand, scoop 2 awards at this year’s BDMA Awards
ISS Restoration and Rainbow International have reason to celebrate as they have been awarded 2 awards at the prestigious industry awards on Thursday 7th November.
Jennie Mills, Rainbow International franchise owner from Derby West was awarded the accolade of ‘Young Achiever of the Year’. This has been a well and truly momentous year for Jennie, with this being the 3rd award she has won. Earlier in the year at the ISS Restoration annual conference Jennie won ‘Franchisee of the Year’, at this awards evening one of Jennie’s long standing staff members also won our ‘Service with a Human Touch’ award. Jennie then went on to win the bfa ‘Young Female Franchisee of the Year’ award at the bfa’s annual conference, finally to top off a fantastic year Jennie was awarded the well deserved ‘Young Achiever of the Year’ award from the BDMA.
Jennie has grown her business far beyond any expectations set at the beginning of her journey with Rainbow International. Year on year she has overachieved on her set targets. Jennie has also left a huge impression within the industry already, being involved in a Trail Blazer group to create and develop an apprenticeship technician scheme, which will encourage more young individuals into becoming restoration technicians.
ISS Restoration’s Commercial, Complex & Major Loss team also had a reason to celebrate again, as they were awarded ‘Commercial Damage Management Project of the Year’ for a large scale Complex & Major Loss project that took place last year at a 16,000m2 aerospace facility in County Durham.
A team of 75+ ISS Restoration technicians were mobilised within 36 hours to begin the restoration works required to get the business back up and running again. Teams worked around the clock to ensure soot and smoke contamination in the vast facility were treated and cleaned as quickly as possible to minimise business interruption. Acting in the role of principal contractor ISS Restoration ensured the safety and compliance of all other contractors that were on-site to complete their work.
This is the 2nd year in a row ISS Restoration have won this fantastic award, and it is credit to the excellent team of people ISS Restoration have working for them. Service with a Human Touch is the ethos of this business - and this shines through when jobs of this scale arise. ISS Restoration always rise to the challenge and ensure the works are completed in the quickest most efficient way.
As with Jennie Mills, the ISS Restoration project team who were involved in this project also won an award at the ISS Restoration Conference this year, the whole team were welcomed up on stage to receive the Managing Directors Special Recognition award for the excellent work they did.
ISS Restoration ONE Conference 2019
ISS Restoration, including the Rainbow International brand, joined together to celebrate at their annual conference over the weekend.
The ONE Conference was held at the prestigious St Georges Park, home of the Football Association and England training. This annual conference is becoming a cultural institution at ISS Restoration where we celebrate our successes, explore where we can collectively improve and share our vision and strategy for the future.
One of the key discussions this year was around generating value and differentiation through Service with a Human Touch.
Sharon Hayman, Business Support Manager, took on the task of being the MC and what an excellent job she did!
Following an opening update and presentations of the Franchises of the Month and Advisory Council recognition Awards from Steve Mitchell, Managing Director, the day focused on the fundamentals of Service with a Human Touch.
One of our differentiators are our people so it was great to invite both employed staff and Rainbow International franchisees to present throughout the day. All of the presenters did an exceptional job, really connecting with the audience and communicating practically how SWAHT culturally drives our value propositions into concrete service behaviours.
A huge thank you and well done to; Suzy Hall, L&D Manager, Charlie Money, Project Manager, Jennie Mills, Rainbow Derbyshire, Emma Coulthard, PTL Manager & Rebecca Johnstone, Regional Manager and John & Kathy Thompson, Rainbow Surrey.
Tim Proctor, ISS UK’s HSEQ & CR Director, presented an insight into how Health & Safety plays its part in the engagement of our people. Tim concluded by providing an overview of the wider ISS UK business. A huge thank you to Tim.
Our keynote speaker for the event was Cally Beaton. Cally is a media executive, entrepreneur and performer who joined the board of ITV as both the youngest and the only woman member, as well as later holding the position of Senior VP of International Sales at Viacom. Cally really connected with the audience and made us think about our fears, not hiding but accepting them and using them to help us grow as individuals.
We are extremely proud to have raised £840 on the day by selling raffle tickets to win prizes kindly donated by our suppliers; Legend, Corroventa, DBK and Hilton at St Georges. The money raised will be equally donated to the EAFA (England Amputee Football Association) and ISS’ charity of choice, The Stroke Association. Our delegates certainly dug deep to give to such great charities.
Once the conference ended for the day it was a swift change to get ready for our gala dinner and awards evening. We welcomed back Celia Delaney who co-hosted the evening with Steve Mitchell. You may recall that Celia is a keynote speaker and comedienne and helped make the awards ceremony entertaining...
It was a fun packed evening where colleagues and their partners celebrated the successes of our great people.
The Award winners were:
- Service With A Human Touch – Jonathan Snowball (Rainbow Derbyshire)
- Service With A Human Touch – Ian Brayne (ISS Restoration)
- Health & Safety Champion of the Year – Neil Babb (ISS Restoration)
- Health & Safety Excellence – Simon Fox (Rainbow Canterbury)
- Supplier of the Year – Edge Equipment Hire
- Technician of the Year – Sam York (Rainbow Oxford)
- Technician of the Year – Matthew Nutter (ISS Restoration)
- Managing Director Recognition – The Gardner Aerospace Project (ISS Restoration)
- Administrator of the Year – Kate Spreckley (Rainbow Melton Mowbray)
- Administrator of the Year – Dominique Billing (ISS Restoration)
- Franchisee Nominated Employee of the Year – Sian Prehn
- Commercial Nominated Employee of the Year – Richard Bunn (ISS Restoration)
- Top Self-Generated Work Performer – Tom & Helen Cox (Rainbow Highlands & Glasgow-west)
- ISS Restoration Employee of the Year – Jo Ford
- Franchise of the Year – Jennie & Fay Mills (Rainbow Derbyshire)
A huge well done to all of our very worthy winners!
Our awards co-host, Celia Delaney also treated the audience to a performance, which certainly entertained the crowd.
Overall the conference was a hugely successful event, now the planning starts for our ONE Conference 2020.
ISS Restoration employees celebrate 15 years long service.
Two of ISS Restoration staff have recently been awarded their 15 years long service awards.
Paul Devlin, Project Manager said of his 15 years working for ISS Restoration:
I started as sub-contractor for ISS Restoration back in October 2002 and was asked if I wanted to come in for a week's work. It's been 1 hell of a week!!
In 2007 I was made full time and progressed up to full time supervisor in 2012. In 2017 I was given a chance to be a Project Manager on a trial period and was made full time Project Manager in 2018.
The best project I worked on has to be A.S & T in Consett from January 2004 – April 2004. It was my first major loss and we were there for 4.5 months. I was buddied up with Ian Bannister, Simon Eccles and Charlie Stewart. They, along with Dave Cunliffe who was supervisor, showed me everything I needed to know about mechanical and electrical decontamination and I used the knowledge I gained from them and this site to help me with future projects all over the UK, Ireland, USA and Canada.
When I started as a supervisor I used my experiences of working for the likes of Dave Cunliffe, Graham Slater and David Wood to help me achieve well organised and successful completion of jobs ranging from small to major losses.
Alongside Paul Devlin, Andy Fernandez-Berey has also celebrated working for ISS for 15 years. Andy said of his experience to date:
From 2002 to 2009 I worked on the Alstom Contract as electrical projects supervisor. Then in 2009 - Jun 2014 I worked on the HP I/S Contract as Engineering and projects supervisor/deputy FM Midlands. From June 2014 to present as I have been doing my role of Project Manager for the Restoration division.
Looking back on my years working for ISS, one of the "best" projects from my point of view was:
Go Outdoors - Colchester. The customer was very pleased, it was on budget, on time and limited the business closure period. Cardiff City Hall - Customer very pleased with our involvement and achieved standard of work, great feedback received. On time and on budget.
Here at ISS Restoration it is great to see our employee grow and progress through roles within the company as they learn and develop in their careers. Here is to many more years with Paul & Andy.
ISS Restoration - Customer Seminar 2018
ISS Restoration hosted its third annual Customer Seminar & Networking Lunch recently at the iconic London landmark, St Paul's Cathedral.
This event was supported by over 50 UK insurance industry guests and by key staff from within ISS's Restoration business.
The seminar theme was 'Customer Experience' to celebrate ISS Restoration, incorporating the Rainbow International brand, membership of The Institute of Customer Service. To bolster this theme there, was a keynote presentation delivered by the guest speaker, and CEO of The Institute of Customer Service, Jo Causon on 'The Future of Customer Experience'.
This event was a great opportunity to speak about the superb customer experience that ISS Restoration's Rainbow International and Commercial & Major Loss branches deliver day in, day out and how the teams strive to delight customers in highly stressful situations, and how customer experience can be taken to the next level through effective collaboration, use of technology and better communication.
Feedback from the event has been fantastic, with one guest commenting 'I thought the event was really well run and Andrea Morrissey (Customer Service Director, ISS Restoration) in particular was very impressive and passionate'.
ISS Restoration appoints new Operations Director
The UK's leading disaster and restoration specialists – ISS Facility Services Restoration, have recently appointed Colin Kite as Operations Director for their Commercial, Complex & Major Loss operation.
Colin commenced his career with ISS Restoration as a Technician in 1998. Since that time Colin has held a number of operational and leadership roles within ISS, including Project Manager, Complex & Major Loss Manager and latterly Regional Manager with responsibility for Northern England & Scotland.
Colin will join the Restoration Board and will be working alongside Simon Ford, Operations Director of Rainbow International our sister company which offers complementary residential disaster recovery services.
Steve Mitchell, MD of ISS Restoration comments "Colin brings a wealth of operational experience and a deep understanding of our core business values. This will be critical to the success of our strategy of continually improving our customer journey through innovation and employee engagement in equal measure."
Josie Matthews has taken the decision to leave the business after 24 years. Steve commented "I would personally like to thank Josie for her loyal and tireless work in building such a fantastic team and operation within her area of the business".
We're official members of The Institute of Customer Service
Exceeding customer service expectations of our customers is something we strive to achieve on every job here at ISS Restoration. That's why we're excited to announce that we've joined The Institute of Customer Service.
We decided that, with all the focus we place on our customer services, it was time we advertise our commitment to ensuring that whatever service we provide, we deliver a great customer experience with it.
We feel joining The Institute is the next logical step on the path of our commitment to offering outstanding customer services to all of our customers.
The Institute of Customer Service is the standard setter when it comes to customer service. An independent, professional membership body for customer service, The Institute drives standards of customer service across the UK and supports its 500 member organisations in excelling in their service delivery.
We'll be joining private, public and voluntary member organisations that all aim to deliver the highest quality of customer service.
The Institute of Customer Service will keep us up to date with insights and knowledge on the latest customer service news, practices and issues, in addition to giving us access to leading tools and training to ensure that we continue to be one step ahead of the market when it comes to putting our customers first.
ISS Restoration & Rainbow scoop two major industry awards
ISS Restoration and its Rainbow International brand were celebrating this month after winning two highly prestigious awards at the British Damage Management Association (BDMA) conference.
The BDMA is the certifying body for damage management professionals, setting standards and providing training and accreditation for practitioners and others across the wider insurance industry who are involved in the recovery and restoration of damaged properties.
ISS Restoration won the Commercial Damage Management Project of the Year award for its Restoration at a major food manufacturing plant after devastation caused when Storm Desmond, Eva and Frank hit the UK. An absolutely mind boggling 39 million litres of flood water had submerged the ground floor of the factory, causing serious consequences to production.
After a structured recovery plan, ISS rapidly restored full production back to the manufacturing facility, cleaning, decontaminating and de-odourising production equipment and machinery, helping to minimise business interruption and losses. The project was executed working in a collaborative environment alongside the factory’s own engineers, the Loss Adjuster and Insurance company. ISS’ efforts were estimated to have saved the client tens of millions of pounds through effective restoration and decontamination.
The successful evening at the awards presentation proved to be even more remarkable when Katie Russell, from Rainbow International’s Derbyshire branch, won the Claims Practitioner of the Year Award. This award is presented to the individual in the Damage Management industry who has demonstrated professionalism, application and recognition of client expectations in the context of property claims and is open to Accredited BDMA Claims Practitioners meeting the criteria.
In her short time at Rainbow, Katie has completed a Business Administrator Apprentice course with her local college. Her passion, commitments and drive also helped Katie to become the first person ever to receive the 'Young Achiever of the Year' award at the Rainbow International annual conference in 2017.
After completing her apprenticeship Katie was then nominated by her tutor to be put forward for Apprentice of the Year'. Katie won the award out of 30,000 apprentices and was one of just 15 individuals who were selected to receive an award at the House of Lords in London. Since then, Katie passed her BDMA Claims Practitioner exam and jumped straight into her Advanced Accountancy training.
Katie’s accolade was not only well received but richly deserved for an individual who shows so much commitment to learn and develop her career in the Damage Management industry.
ISS and Rainbow International’s evening provided further evidence of great success with the shortlisting in two additional categories:- Linda McAuslan, Technical Operations Manager for Rainbow’s Glasgow East branch, and Connor Richards, of ISS Restoration were shortlisted in the Damage Management Technician of the Year and Young Achiever of the Year awards respectively.
A fantastic evening for ISS Restoration and Rainbow International, and many congratulations to all the winners and those shortlisted.
New site Safety Stations rolled out to branches
The 'site safety station' idea was conceived during the 'site audit' process carried out by our Health and Safety team.
No 'off the shelf' product could be found to meet our needs, therefore bespoke stations were designed and built 'in house'.
The design allows for quantities of flammables to be adequately and securely stored, provides a work desk and back board which allows for the display of all company and project specific H&S documentation and the secure storage of a variety of other H&S equipment appropriate to each project. Other design requirements included maneuverability, quick to set up and to create an immediate impact to ISS staff and clients by providing a designated point where H&S information can be communicated and sought.
20 stations have now been built at a cost of approximately £1,000 each and rolled out across our business.
Steve Mitchell promoted to Managing Director, ISS Restoration
ISS is delighted to announce the appointment of Steve Mitchell as Managing Director of ISS Restoration.
Steve will now report to Matthew Brabin, CEO ISS UK & Ireland and be responsible for overseeing the 64-strong Rainbow International network, together with ISS Restoration's Commercial, Complex & Major Loss operation.
Phil Else leaves the business after 21 years. He joined in 1996 and following acquisition of the Rainbow brand by ISS in 2003 and successfully led the business as Managing Director.
Matthew commented "Phil has taken the decision to step away at this time and ISS owes him a great debt of gratitude for his contribution to ISS and the success of the Restoration business over the past 21 years. I am subsequently delighted to announce the appointment of Steve Mitchell into the role of Managing Director, ISS Restoration. Phil and Steve have worked closely together for the past 14 years.
Steve assumes the responsibility for the restoration business from his current role in the Commercial arm of the business where he has been Managing Director since 2010. Steve has held a number of senior roles across several restoration businesses over the past 22 years and thereby provides both a wealth of experience as well as continuity.
Steve Mitchell commented "We continue to see a tremendous amount of change both in the industry and our business. I would like to personally thank Phil for his tireless work which leaves the business on a sound footing, as the industry continues to develop.
"Our strategic vision sees the unique and combined strengths of Rainbow International and ISS Restoration's Commercial operation working seamlessly as one. This will position the business to better meet the needs of the changing landscape of the UK insurance marketplace".
ISS Restoration is confident that the business is well positioned to continue its customer-centric market leadership and look forward to further development of their world class customer service programme.
New Project Manager starts and Recruitment continues
ISS Restoration's, ambitious growth & recruitment plan continues from 2016 into 2017 with an additional Project manager for the Midlands region. Jim comes to ISS from a Project Surveyor and Electrical Manager role. This is just one of a number of new roles created and being recruited in Project Management, Property Team leaders and our Invoicing departments all designed to continuously improve our DR&R service and capability.
Cumbria Floods 2015/2106
When storms Desmond, Eva & Frank hit Cumbria in quick succession in Dec 2015 & January 2016 the combined forces of ISS Restoration and Rainbow Internationals branch network responded strongly to help support the residents and owners of the 5300 residential & commercial properties flooded.
Responding immediately by opening our Mansfield call centre on the first day of the incident, our phase 1 response saw 36 of branches mobilised to an area, normally served outside by 5. In total 2231 claims were received and handled by ISS, 1054 from over 18 different Loss Adjusters and 1177 directly from our Insurer clients. Ron Rookledge (pictured) is just one of the business and technical managers that co-ordinated the company wide response from a temporary business base set up, just off J44 of the M6. The strength of ISS Restorations network and drying equipment strategy ensured no shortages of driers and enough capacity to help out by taking on additional claims for our insurance customers and working in collaboration with other suppliers, the combined purpose to recover people's lives and properties as quickly as possible.
New Technical & Compliance Manager
New Technical & Compliance Manager, Nigel Waddington will be joining ISS Restoration on Monday 5th January 2015.
Nigel's role will include the promotion and growth of our technical building drying solutions, project management, compliance and training programmes for ISS staff and customers. This appointment is another 'people' investment to our business and further strengthens our technical drying capability, complementing the recent significant investment in new equipment. Nigel's role will further support ISS customers receiving cutting edge drying solutions and optimised drying days from ISS.
ISS RESTORATION wins top BDMA award
ISS Restoration has won major honours in the annual British Damage Management Association awards.
The company won the award for the Damage Management Project of the Year for its work in the recovery of one of the UK's biggest potato products plants after it suffered a fire.
The award recognised ISS Restoration's professionalism, customer care and value for money in carrying out the project and took into account overall client satisfaction. The award was presented to the three ISS Project Managers responsible for the recovery – Steve Robinson, Colin Kite and David Lunn – by Michael Fish MBE DSC and Nigel Waddington, UK Technical Manager for Corroventa.
Steve Mitchell, ISS Restoration Managing Director (Commercial) said: "This award recognises the hard work and commitment put in by everyone at ISS Restoration, not only in the delivery of this demanding project but also recognising the same dedication to each project we serve, large or small.
It confirms our strength and stability in the marketplace and that we are well on our way to become the UK’s number one disaster recovery company."