Background
VIRPIO SECURITY is an SME established in 2009, offering a comprehensive range of security solutions to local businesses across Yorkshire. The company serves various sectors, including large industrial warehouses, transportation and logistics, retail, and construction.
In 2016, VIRPIO SECURITY started working with CAP Ltd., initially providing security services on an ad-hoc basis for a single day, covering their Friday concierge needs. For nearly two years, this limited engagement continued, with services expanding to include Thursday. During this time, our female security officer, who delivered outstanding reception services, integrated seamlessly with CAP’s team, functioning as if she was a permanent member of their staff.
In 2021, following CAP’s relocation to their custom-built head office in Bradford, VIRPIO SECURITY was asked to expand its role, delivering concierge services five days a week along with keyholding services for weekends and out-of-hours coverage.
Challenges
VIRPIO SECURITY was tasked with taking over the full security operations for CAP’s new head office, transitioning from a construction site to a fully operational corporate headquarter. Under TUPE regulations, we were required to onboard some of the existing staff, who were accustomed to working in a construction-focused environment.
CAP’s brief was clear: the new building required top-tier service, with elevated customer service standards for staff and visitors alike. The challenge was significant, as the incumbent team was not initially prepared for the high-level corporate service expected by CAP. This necessitated a complete overhaul in skill set, approach, and operational procedures to align with CAP’s new requirements.
Approach
To meet these expectations, VIRPIO SECURITY adopted a holistic, two-fold approach.
Rebranding the Team
In close consultation with CAP, we focused on transforming the image of our security personnel, shifting from a construction-site mindset to that of a high-end corporate setting. A key part of this strategy involved redesigning the uniform to align with CAP's corporate identity, ensuring a polished and professional appearance.
Staff Training and Retention
Ensuring low employee turnover and a consistently high level of service was critical. We created a backup team of well-trained, motivated security personnel to provide seamless coverage in case of staff changes or absences.
To elevate the customer service skills of the team, we brought in our Customer Service Specialist, Priscilla Robin, who has extensive experience in delivering Front-of-House and Concierge excellent services. She designed and conducted bespoke training for the team, covering all aspects of exceptional customer interaction. Following the training, Priscilla continued to mentor and coach the team, regularly monitoring their performance and offering feedback to refine their customer service approach.
Additionally, VIRPIO SECURITY invested in our on-site Security Manager, enrolling her in management courses to further develop her leadership skills. Ongoing mentorship and professional development were provided to ensure the manager could lead the team effectively and consistently meet CAP’s high standards.
To enhance transparency and ensure CAP received full value for their investment, we implemented an Operational Management System on smart devices used by the security team. This system provided CAP with real-time visibility of the team’s activities and delivered comprehensive management information reporting, allowing for informed oversight.
Success
What began as an ad-hoc contract for a single day of concierge services has grown into a long-term partnership, thanks to VIRPIO SECURITY’s dedication to excellence. Our commitment to outstanding customer service has been instrumental in securing a new, three-year contract with CAP for Concierge Services, Security Guarding, and Keyholding. This success highlights the value of continuous improvement, strong client relationships, and a focus on delivering tailored security.