Customer Service Excellence and Employee of the Quarter Awards
The purpose of the Employee Recognition Policy was to supplement our training and development commitment to employees by recognising outstanding customer service and rewarding those who have gone the extra mile to support both their colleagues and the delivery of our business vision. The first quarter rewards were based on customer feedback and staff nominations for the period July – September 2018.
The Employee Recognition Panel had the pleasure of reviewing the Employee of the Quarter nominations put forward by Santia staff. It was great to see all areas of the business represented with a number of staff receiving more than one nomination from a fellow colleague, this demonstrates what a great team of people we have working with us.
The Panel reached a majority decision and our inaugural winner of the Employee of the Quarter award was Jonathan Rees. Jonathan expressed an interest to transition from a Bulk Analyst role to a customer facing training role which he achieved by passing both P module and UKATA examinations at his first attempt before successfully delivering training to customers on his own initiative. Making this transition over such a short space of time was commendable, Jonathan demonstrated the right attitude and aptitude to fulfil the role and stood out as going above and beyond to achieve the transitional targets set.
The Board of Directors reviewed the customer feedback received over the last quarter benchmarking the quality of the feedback against the volume of feedback an individual received. Two Operational employees were presented with a Customer Service Excellence Award this quarter – Luke Chapman and Ellie Clarke.
Luke Chapman, Asbestos Consultant received recognition from a well-known independent school and was deemed a “credit to our company” and a “true professional”. Luke dealt with things “calmly and professionally” with both the customer and the Licensed Asbestos Removal Contractor.
Ellie Clarke, Training Consultant received recognition from numerous customers. It was not only the volume of positive feedback that was impressive but the cross section of roles being taught who Ellie managed to reach out to positively which varied from tradespeople to management, each of whom had differing responsibilities that the training content must be relevant for. As a snapshot of some of the many comments received, our customers described Ellie as “well switched on, knows her stuff”, “excellent at explaining everything clearly”, “absolutely superb”, “the best I’ve seen this course being delivered (having sat the course many times in the past)”, and much more.
We are now 6 weeks into our next quarter, October – December 2018, so if any customers would like to send us positive feedback in writing about how a Santia employee has gone the extra mile or delivered otherwise outstanding customer service, please email qualityasbestos@santia.co.uk
Any Santia employees who would like to nominate a fellow colleague for the Employee of the Quarter Award should do so via the internal Kudos methodology set out.
Length of Service Awards
We were excited to launch our Employee Recognition Scheme earlier this year and are now proud to present our second Length of Service Awards to 5 of our people with 5, 10 or 15 year work anniversaries:
Awarded for 5 years of service with a cash voucher:
- Susan Warwick, Bulk Analyst, Laboratory Team
- Amy Jones, Head of Bids and Marketing, Sales Team
Awarded for 10 years of service with a cash voucher and an extra 5 days holiday for 2019:
- Carley Meyrick, Bulk Analyst, Laboratory Team
Awarded for 15 years of service with a cash voucher and an extra 5 days holiday for 2019:
- Maria Phillips, Finance Administrator, Finance Team
- Liam McLoughlin, Operations Director, Member of the Santia Board
Consistency of service is really important to our customers, whether it’s a designated point of contact for an account or a core analytical team for a long – term abatement project. Rewarding our people for their commitment and loyalty in our challenging industry benefits both Santia and our customers. A further 16 employees are due to receive an award in 2019, at which point almost a quarter of all employees will have received an award for 5 to 20 years’ service. This core of long standing people gives us a strong foundation for delivery and future growth.
Ellie Clarke, Asbestos Training Consultant presented with her Customer Service Excellence Award certificate and vouchers by Liam McLoughlin, Operations Director.
Jonathan Rees, Bulk Analyst presented with his Employee of the Quarter Award certificate and vouchers by Natalie Davies, Laboratory Manager and Craig Jones, Managing Director.
Left to right: Carley Meyrick (Bulk Analyst), Susan Warwick (Bulk Analyst), Liam McLoughlin (Operations Director), Amy Jones (Head of Bids and Marketing) and Maria Phillips (Finance Administrator) with their Length of Service Awards certificates and vouchers.
On behalf of the Employee Panel and the Board of Directors, I would like to congratulate Jonathan, Ellie and Luke for their efforts and professionalism that led to the receipt of such positive feedback from both staff and customers, their awards were richly deserved following their successes over the last quarter. We are also proud to recognise our longest serving employees for their loyalty and commitment. As was the case the previous quarter, each and every member of the team has been given the opportunity to develop with us and it really is a pleasure to reward them for doing a great job over a significant period of time. I look forward to celebrating the work anniversaries of a further 16 committed employees in 2019, with a combined 130 years of service. 
Craig Jones, Managing Director
