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William Hill benefits from bespoke Front of House STARS

“The synergy between William Hill and Securitas is the first of its kind, to my knowledge, to fully integrate a security, front of house and facilities management service within one team.” Catherine Pyzer, Group FM

About the client

Founded in 1934, William Hill is a familiar name on the UK High Street, with nearly 2,400 licensed betting offices. The shops offer over-the-counter betting on football, horseracing and other sports as well as gaming on machines. Customers can bet over-the-counter (OTC) or via self-service betting terminals (SSBT). Online betting is also a popular channel for William Hill customers. With significant investment into their technology and online services they are developing new software for all their online customers to ensure customer retention and future growth are key in this ever-changing technological world.


The client brief

In 2017, William Hill relocated their technology, marketing and Executive teams to the first three floors of a new office on Tottenham Court Road, London. The building is open to employees on a 24/7 basis.

William Hill had a need for security and reception but were looking to combine both functions, to avoid duplication of duties. The W.Hill Group FM approached Securitas with her vision on the best way to achieve the full business needs. A client led bespoke professional service from STARS was the perfect solution.


The Securitas solution

The smooth and safe running of the office requires all hands-on deck, with three full time STARS part of the William Hill Team under the management of their Group FM.

With over 300 people in the building, one of the STARS has been trained to focus on facilities management service. The office is open plan, in the main, including employee work desks and informal break-out areas. There are closed off meeting rooms, in addition to lunch and kitchen spaces on each floor. The attention required to keep each floor running smoothly is full time and involves all manner of tasks.

STARS are front of house on reception, to meet and greet visitors and issue access passes. The mornings are particularly busy, with employees arriving and a high number of visitors. All meeting room management, including catering, is handled by STARS as is the running of the post room.

The STARS lock and unlock the office each day and handle out-of-hours access requests. They carry out routine fire extinguisher checks and are responsible for the safe evacuation of individuals, should the fire alarm sound. They also support William Hill’s management team with travel arrangements and administration.

STARS regularly walk the floors to check for theft, damage or health and safety issues, which could cause injury. All issues are reported to the Group FM and dealt with swiftly. A CCTV system is also in place, overseen by the Group FM, to help protect people and property. The STARS support the CCTV monitoring and incident reporting (under the management of the W.Hill FM).

William Hill quickly realised the benefits of STARS and have since introduced this bespoke service with two STARS into their Leeds office.


Customer testimonial

Catherine Pyzer, Group FM at William Hill commented:

“To design and deliver my vision of a first-class bespoke service took time, collaboration and commitment between William Hill and Securitas. This has proven to be a great success for William Hill and Securitas with mutual professional benefits to both parties. I am proud to be part of a dedicated Facilities team who are committed to delivering service excellence with passion to all our staff and visitors.

“The synergy between William Hill and Securitas is the first of its kind, to my knowledge, to fully integrate a security, front of house and facilities management service within one team. The service and flexibility Securitas are committed to with William Hill is first class with a can-do attitude within all levels of Securitas structure.

“Integrity is utmost to this service being such a success, hence we have introduced this service to all our office building portfolio. The relationship I have within all levels of Securitas has been a truly critical part of the success of this bespoke service.

“I would personally like to say to all at Securitas - thank you for your commitment, dedication and professionalism”.


Sector experience

STARS combine the knowledge and expertise of a receptionist and security officer in one highly-experienced and multi-skilled individual. One individual to fulfil two important roles. Securitas has STARS working across the country, for many clients, in different sectors.

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