16 February 2022 12pm – 1pm Webinar

Overview

As we welcome entrants to our new IWFM Impact Awards 2022 category for ‘Excellence in Customer Experience’, join us next week for a replay of episode 57 of ‘Navigating turbulent times’ when our Customer Experience Working Group provided practical guidance on how to implement good practice in people management to deliver great customer experience.

Originally broadcast in September 2021, this webinar accompanied the release of the IWFM Customer Experience Working Group’s good practice guide and toolkit on the same topic.

This session will help you to identify, attract, recruit, induct, train, develop, lead, reward and retain people within the workplace and facilities management sector.

You will also gain an understanding of:

  • the principles and good practice to consider and implement to deliver outstanding customer experience
  • the impact of COVID-19 and the changes it has caused
  • considerations around the return to the workplace and the post-pandemic era.

Speakers

Kirsty Beale

National Cleaning Standards Manager, Mainstay Group
Kirsty has 10 years in cleaning experience in a variety of settings. She is knowledgeable and has an exemplary passion for developing teams performance. Over the years she has expanded her experience and ultimately advanced in her career. Kirsty's accomplishments include recently becoming a BICSc assessor which will now enable her to train and assess cleaning teams to achieve their BICSc qualifications. 

Peter Brogan

Head of Research and Insight, IWFM

Peter is Head of Research and Insight at IWFM where he manages the research, insight and information that positions IWFM as the voice of workplace and facilities management. He manages the delivery and development of the Institute’s research and insight activities.

An influential Research specialist with unique experience and a sustained record of success in both the public and private sectors. Extensive background in diverse service organisations, managing complex research projects from inception to completion.

Sandra Forry

Head of Workplace Experience, PTW
As Head of Workplace Experience, Sandra is a professional leader dedicated to empowering people to add value and deliver the best customer experience for everyone who connects with PTW. Whilst responsible for all workplace facilities management (offices, home set-ups, virtual spaces), administration and procurement, Sandra is also accountable for Business Continuity Planning and Health & Safety across the global PTW group. Sandra enjoys being part of the IWFM Customer Experience Working Group and is thrilled to have the opportunity to present the People Management Good Practice Guide and Toolkit alongside Debbie, Sylvain and Tony. 

Debbie Penn

Account Director, Mainstay Group

Debbie has 20 years’ experience in Facilities Management Account Management, currently heading up the contract for Mainstay Group and Ascot Services delivering an FM Partnership solution for Direct Line Group's office portfolio. 

Debbie leads the IWFM Impact Awards-winning partnership with a clear focus on end user Customer Experience she considers people as her most valuable asset.  She is passionate about the importance of people growth and development underpinning a successful FM delivery model. 

Sylvain Thouzeau

Associate Director, Savills

Sylvain has nine years’ experience in the property management industry, including working in Savills’ property management division. He is responsible for implementing award-winning RISE initiative across the portfolio of managed offices in the UK.

This is in line with BCO’s research into Building Performance and Office Service Standards and created an independent scorecard to assess how well the building is performing on behalf of all stakeholders – owners, occupiers and property managers. This process aims to deliver independently audited first class standards, improve the customer experience and service delivery. 

Tony Wilkinson

Property Operations & Technical Services, Direct Line Group

Tony has 20 years’ experience in the Building Services and Property Management, including working in Direct Line Group Property. Following a 14-year career in the Royal Navy as a Marine Engineer Artificer Tony moved into Facilities Management, he has studied for and gained a HNC in Building Services Engineering and a master’s degree in Management. 

Tony’s Purpose – Creating an environment where everyone can excel.