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What an amazing accolade.


The country‟s most prominent industry association, the British Institute of Facilities Management (BIFM), just voted us, MITIE Client Services, Service Provider of the Year! Yeehaa! David and I could not be prouder! I think the best way to sum this up is to quote one of our recent TTTs: The truth is, you are the very fabric of our clients’ organisations. Wherever you work, and whatever you do, you are an integral part of their business, and our clients could not easily function without you. You fill the essential roles that will allow clients to carry on with their daily operations so that they no longer have to worry about thow they will receive guests, plan and book meetings and events, send and receive post, or support their offices. Indeed, from these needs arise your moments to shine—to be not simply a dot of colour, but to be a vivid, purposeful brushtroke in your team’s rich and vivid mosaic of service excellence. In yoru work, it is vital that you understand ‘the big picture’; how you fit into your team, and how you fit into your client site, so that you can truly fulfil the purpose of your role, and create exceptional and memorable experiences…one guest at a time.


appeal It’s that time of year! If you‟re not already involved, there‟s still time to donate to our Warm Hugs appeal, a collection for warm clothing items for the Victoria-based charity, The Passage, which works with the homeless to move them towards a more settled way of life. We‟re looking for your good-condition coats, jumpers, fleeces, hats, scarves, gloves, t-shirts, and new, unused socks and pants—so get donating! For more information, contact

So, to each and every one of our exceptional and memorable team members, on behalf of David & I:

Thank You and



Without you, none of this is even possible.

Our exceptional training team continues to be hard at work this month! One of last month‟s Revolution Academies took place in London, where the group (pictured above) had an exceptional and memorable four days with Training‟s Ana Canabarro and Tom Robinson.

„Creating Exceptional, Memorable Experiences… one Guest at a time.‟

MCS TALENT It’s official…


After more than 1,500 votes cast online and a spellbinding live final at MITIE‟s 25th Anniversary celebrations in Northampton, David Melnick, from the training team, was voted as the winner of MITIE’s Got Talent 2012! He won with his piano and vocal rendition of Stephen Sondheim‟s classic „Being Alive‟ from the 1970s musical Company. David wins £500 which he can use on a prize of his choice that will develop his talent—he intends to use his money to finally get himself a piano keyboard! David is the first person from Client Services to win the competition—Congratulations to David!

On the move at Olswang…

She‟s got

what it takes Syreeta Stephenson, from RBS Birmingham, had the incredible experience of singing under Gareth Malone on the hit BBC 2 programme, The Choir. Even better, the Severn Trent Water ensemble with whom Syreeta performed was selected as the winner of the overall competition! Syreeta will get to perform in a few Christmas shows this season, so stay tuned!

The team at Olswang have been busy this month as Ghizlane Lagdami, Ann Campbell, and Ruth Chambers took part in site visits across the business. By meeting with other teams, they aimed to expand knowledge and collectively share best practices across all sites. The team has also just inaugurated a new black and white bespoke uniform and they are looking fantastic!

„Creating Exceptional, Memorable Experiences… one Guest at a time.‟

October was MITIE‟s volunteering month, and the team in Bristol really got into the spirit of things at the Bristol Zoo! The enormous project saw Susannah Burke, our facilities coordinator,

Spotlight On


and other MITIE team members from across the business working hard and achieving a great deal to clear a space for more animals. The Bristol Zoo team said they were the best volunteer team they had ever worked with!

The area before being cleared…

The MITIE Bristol team—a job well done! Also on the subject of volunteering, Mevra Aydin has joined the charity committee at her client site, Olswang. Having already signed up for Olswang‟s volunteering programme to give an hour per week to help children at a local school with their reading, Mevra is looking to get her and the team more involved with the client‟s fundraising activities. Excellent work, team exceptional!

Customer …at RBS The RBS teams in London and Manchester were heavily involved in promoting our services to the clients last month during the RBS Customer Service Week. Alongside the other service lines on the contract, our MCS team manned a stand to showcase the services they provide onsite. Producing graphics, statistics and chocolate giveaways, the team created a beautiful stand that received a lot of traffic. These roadshows are a fantastic way for us to demonstrate exactly what we do and highlight anything that can help us provide an even higher level of service and build stronger relationships with our clients.

Congratulations, Team— Exceptional work! „Creating Exceptional, Memorable Experiences… one Guest at a time.‟



at a Time…

MCS does Halloween!

The Olswang team participated in a pumpkin carving challenge this month, which was judged by the client, Jason Cousins. Ghizlane Lagdami was victorious with her pink feathered pumpkin creature; Mevra Aydin awarded Ghizlane a gift of her choice. Congratulations and excellent carvings! One of the London-based Revolution Academy groups got really into the spirit of Halloween when they all decided to bring in some witch hats and costume pieces—what a frightful bunch! Pictured (L-R): (Back Row) Katia Ramos, Solvita Mengelsone, Lilianna Petkowska, Adrienn Nagy, Mariusz Mailszewski, Reda Rindeikiene, (Front Row) Sini Vilminko, Catarina Fernandes, Ana Ferreira, and Ana Canabarro.

RBS Client Receives

Woman of Achievement Award

This month, we are proud to announce that Rebecca Stephenson, Lead Contract Manager for the Royal Bank of Scotland, was awarded the Woman of Achievement Award in the category of Facilities Management by Women in the City. Debra Ward was in attendance at the event when Rebecca was presented with the prestigious award for her work overseeing national soft services contracts at RBS across the UK. Rebecca is also the London Chair for Focused Women, the network which enables RBS to attract, retain and develop female talent. Congratulations! „Creating Exceptional, Memorable Experiences… one Guest at a time.‟

RBS London Operations Manager Vicki Gilmour undertook her first triathlon at the end of September and did a fantastic job, too! Taking part in the TRI Challenge Team Triathlon at Eton Dorney with two friends, Victoria said she really enjoyed the swimming section despite that it was freezing cold!

client services

Lucy Smith, our mobile receptionist in Bristol had an amazing experience last month while raising a whopping £736.50 for the South West Children’s Hospice—a charity her family has supported for some time now. The whole adventure was a five-day tour beginning in London and finishing in Catania, Sicily, where she began a threeday trek that covered about thirty miles! Lucy says, “It was the hardest thing I have done, but the most amazing experience and views.”

What a view! The RBS London Booking Centre have been busy with lots of charity activity this month! The team raised £32.05 to take part in Jeans for Genes Friday and they even got the Loading Bay Team at RBS Aldgate Union involved for Pink Friday for Breast Cancer Care! Donned in lovely shades of pink, the Booking Centre team raised an incredible £130.00 for Breast Cancer Care, whilst the Loading Bay Team collected an amazing £98.00 through their efforts—well done, everyone!

The BAML team in St Paul‟s have been raising more funds for GOSHCC this month as they undertook their very own „Biggest Loser‟ competition to see who could lose the most weight before the festive season begins. The team raised £15 and Dorota Barczak was crowned the winner after shedding an impressive 3kg!

„Creating Exceptional, Memorable Experiences… one Guest at a time.‟

The mailroom team at the Royal Opera House have demonstrated their passion and commitment to delivering exceptional service this month and received a handwritten letter from the Chief Executive as a result. With a focus on being careful and devoting themselves to an extremely efficient service, the team saved massive costs for the client. They have recently been awarded the Level 3 MITIE Star, and a £2,000 prize that is to be split amongst the team. Incredible! The RBS Glasgow reception team were nominated for MITIE Stars in appreciation of their hard work booking meeting rooms, catering, assuring client presentations run well, and generally ensuring a seamless customer experience at the offices. Picture to the left is Maggie O’Donnell, MCS General Manager for RBS Scotland (left), presenting a MITIE Stars certificate and badge to Karen O’Neil, Receptionist (centre), with Colin Whitehead (right), Front of House Supervisor.

Kamil Orzel, from RBS Gogarburn in Edinburgh, was also awarded a MITIE Star last month after receiving a nomination from his manager, Andrew Rutherford: “Kamil has shown tremendous team spirit over the past few weeks while supporting in the absence of a colleague who has been unwell. Not only did Kamil work additional hours on numerous occasions but he also demonstrated an extremely proactive approach in making sure the customer experience remained exceptional and memorable. Upon his colleague‟s return to work, Kamil has offered his support and continues to be a huge asset to the team.

The RBS London Booking Centre team received a MITIE star last month after their supervisor Leandra De Andrade nominated them: “[The team] worked as a unit supporting & praising each other. Everyone created an amazing, positive & motivated atmosphere in the office. … I am so incredibly proud of such an enthusiastic, warm, professional, hardworking group of beautiful ladies. You are all an asset to MCS. Well done.” „Creating Exceptional, Memorable Experiences… one Guest at a time.‟


We’re going from strength to strength. It‟s been a fantastic year for Client Services, and with 43% growth over the last three months, things are changing rapidly for our company‟s structure! Here are a few people who are making waves in the MCS community!


Harriet Cloake will be moving out of operations into a full time communications role for both Client Services and Business Services. She will be covering for Julia Orr as she goes on maternity leave at the end of October.

Mike Randall, who has been interim regional manager for RBS Scotland since July, is taking on an operations manager role to support our contracts in the North, which will include Network Rail, Volvo, and Severn Trent Water—with more to come as he expands his portfolio.

Sophia Saunders, previously the mobilisation manager for the RBS contract, has joined Lloyds Banking Group as account manager and is doing a fantastic job with the team. Owen Marra, who reports directly to Sophia, has been an energising force for exceptional and memorable experiences as campus manager for the LBG team in Edinburgh,

Ron Deiseroth, mobilisation manager, is also leaving MCS for an IFM contract with MITIE‟s healthcare business. This is an amazing opportunity for him and we wish him all the best in his new role.

Szonja Csizmazia, from RBS Aldgate Union, left the team last month as she‟s starting a new adventure and relocating to Sharjah, 15km from Dubai in the United Arab Emirates. All of us here at MCS wish Szonja all the best for an exceptional and memorable future! Good luck!

Bon Voyage!

Tracey Vidal, operations manager, will not be returning following maternity leave as she has chosen to stay at home with her two children. Sophie Arnell (pictured), who has been supporting us on a contractual basis, will be returning to a full time operations manager role, supporting our London sites.

Katya Emmanuel, support team manager, will go on maternity leave from November. While she is gone, her role will be filled by Aaron Braithwaite—for all of your support team needs and requests, please contact Aaron during Katya‟s absence.

„Creating Exceptional, Memorable Experiences… one Guest at a time.‟

Congratulations! Big News for MCS Team Members

Make Room For Baby! Wesley Fernandez, from the RBS Redhill telephony team, celebrated the birth of his baby boy Noah on 4 October. Baby Noah arrived at 2am, weighing in at a healthy 7lbs, and both he and his mother are doing very well. A member of the Support Team, Yana Holmwood, and her partner are thrilled to announce the birth of their son, Phoenix Aubrey Wood, who was born 28 October at 12:54am weighing in at 8lbs 2oz!

Wedding Bells Will Ring… Two of our team from MITIE Bristol will be appraching the big walk down the aisle as they both received surprise proposals from their other halves! Congratulations! Kelly McNamara‟s partner Ryan proposed during the couple‟s holiday in Mexico, while Jacqueline Prowle‟s partner Chris popped the question during a weekend in Cornwall.

RBS Team Shines at Dave Jackson and Sarka Elisova rocked out as part of the live entertainment! Charity Event On 26 October, the RBS London team put together an incredible evening of music and fun all in aid of Great Ormond Street Hospital Charity. With raffles, prizes, and live music, it was a truly exceptional and memorable experience for everyone! The whole event was organised by RBS events coordinator Dave Jackson, while special thanks also go to Chris Chmiela, Sam Shervill, Vesta Neimantaite, Bozena Rudnicka, Gabriella Sillitti, Johanna Marty, Lilianna Petkowska, Liga Pepa, Sabine Veisa, and Michelle Panyandee who made it all possible. „Creating Exceptional, Memorable Experiences… one Guest at a time.‟

Gossip! November 2012 Issue  
Gossip! November 2012 Issue  

It's here! Our monthly roundup of all things MCS! This month, we've got the results of MITIE's Got Talent 2012, snaps from ghoulishly fun H...