This April, our 4 Site Security Control Room team in Leeds enjoyed an opportunity for professional development by participating in a bespoke Customer Excellence Training. Delivered by Bernie Hernandez, on behalf of Keys Training, the course was specifically designed to support the skills needed in a high-pressure control room environment.

The training wasn't just about theory, it focused on the practical, day-to-day realities of managing a busy security operation. Key areas included:

• effective communication: enhancing how we manage and prioritise incoming calls
• operational consistency: standardising decision-making and arranging cover under pressure
• handling challenges: using role-play scenarios to practice managing difficult calls Praise from the Trainer

Bernie was incredibly impressed by the engagement of our colleagues: "What stood out throughout the training was the openness of the team and their willingness to share ideas, discuss challenges and work together to improve communication, consistency and teamwork across the operation.

She further highlighted the team's "strong operational knowledge" and a genuine commitment to providing a calm, professional service to our clients. Mike McAllister, Control Room and Mobile Manager, emphasised that this investment was vital for helping the team to "work from the same page" when handling challenging situations.

The feedback from the participating team members was equally positive:

• "The trainer was very adaptive and well versed about the reality of the job and was giving solutions for day to day dealings".
• "Training was very well structured and entertaining".
• "She made the session interactive and easy to follow, which really helped me understand the key concepts".

Well done to all the Control Room members on a successful day’s training, and thank you for your enthusiasm!