New Rapid Customers
Our fully managed cleaning service commences as soon as a company chooses Rapid Clean as their service provider. Customers are kept up to date with preparations for the hand over from the outgoing contractor (if relevant) and the Rapid operations team will be introduced at a walk-thru with the Rapid sales person.
The assigned Rapid Contracts Manager commits to being on-site frequently during the first few weeks of a new contract. We then book in a formal audit at the end of the first month to make sure that the transition has been smooth and to discuss any areas that may require fine-tuning.
Regular Cleaning Audits
The role of the Contracts Manager is to make sure that the cleaning contract is running smoothly and that we are delivering a reliable and professional cleaning service. Part of this service is to carry out regular cleaning audits, where the Contracts Manager inspects the site to ensure that the cleaning has been carried out to a high standard, noting any necessary improvements.
We have an online auditing system called Cleanlink, that enables the Contracts Manager to audit the complete cleaning schedule on an iPad, sending the results through to the customer as well as head office, with an action plan.
Training of Cleaning Staff
A number of new contracts are ‘relevant transfers’ under the Transfer of Undertakings (Protection of Employment) Regulations 2006. However in our experience, not all staff will transfer across to us. In such situations, we are able to draw on our pool of local labour, or will advertise for suitable cleaning staff.
The Contracts Manager introduces the cleaning schedule to all staff members to make sure that the customer’s cleaning requirements are fully understood. Training of new staff takes place on site and all cleaning operatives receive full induction training, irrespective of their previous experience.
We regularly monitor and assess the standard of work delivered by the cleaning operatives and any re-training required is provided by either the Site Supervisor, Contracts Manager or Operations Manager.
Communication is Our Priority
As well as regular quality audits, we provide a daily communication log book which is left on site for customers to communicate directly with cleaning staff. This is especially useful if the cleaning is performed outside of working hours. Communication is a two way process; the log book also allows our cleaners to let the customer know about anything which may need to be brought to their attention.
Our operations team is supported by a strong head office team that provides customers with additional support when needed. Every cleaning audit is received by our Customers Services department who ensures that any issues are resolved appropriately, keeping the customer up to date at all times.
In October 2020 we introduced a cloud-based customer help desk to assist in our mission to respond to all communication as quickly and efficiently as possible. The Freshdesk system enables us to create (either manually or automatically) ‘tickets’ that are assigned to the relevant operations team. Customers can communicate via these tickets and everyone is able to see the timeline of how feedback will be actioned.
Our customer service line is available 7 days a week.
Glenlyn Medical Centre
Read Full Case Study
“Switching to a contractor really wasn’t as bad as I thought. I was putting it off as it felt like it would take forever. It was all set up within two weeks and it was much easier than I anticipated. The changeover was very smooth.”
Cherry Orchard Primary School
Read full case study
“The contract was tailored to our needs and the flexibility being offered was just what we needed, especially in the school holidays. I’ve never needed to contact head office as we don’t ever have any problems. We see our Contracts Manager at least once a month and I can bring up any issues during the audit.”
Read the full case study
“I no longer have to deal with the day-to-day issues and in fact I am rarely involved at all, the cleaners just do their job.”
Bowman House Business Centre
Read full case study
“The service and contract at all levels has been excellent and the communication regular and reliable. We have confidence in Rapid and would happily recommend them to any company requiring support in maintaining their facilities.”