Aspire Champion A4 Brochure Ed.10 2025 by Tiger Bay Design

Landsec | Aspire is a unified team of Service Partners with a strong culture and customer service mindset.

A bridge between our Service Partners and the Aspire Champions

Ross Wiles has been in the role of Aspire Systems & Quality Manager for a little under three years but has clocked up a total of 21 years with Landsec. He forms an invaluable bridge between our Service Partners and the Aspire Champions.

Having had exposure to many areas of the business, predominantly in customer service and systems, this is a role in which I felt I could really improve ways of working and build on the fantastic relationships we already have with customers, colleagues and our Service Partners.

Amongst many other projects and workstreams I’m involved with daily, an area I have spent a great deal of time and focus on is KPIs and Reward & Recognition. I have a great sense of gratitude towards our Service Partners; without them, our properties could not run as smoothly as they do, nor would we be able to deliver the best service to maintain the relationships we currently have with our customers. To ensure our Service Partners are rewarded for their hard work, we reviewed the old way of performance scoring & reward mechanisms and have implemented a simpler, more consistent and more efficient way of working that enables the whole process to run more smoothly.

I act as a bridge between our Aspire Service Partners and the Aspire Champions, assisting everyone and ensuring the spirit of partnership is maintained by both parties, with our customer-centric spirit at the forefront.

I always encourage others to speak up, never to sit in silence. We want people to know that they have a voice and any new ideas are absolutely welcome and will be heard. After all, the teams on the ground are our eyes and ears, so it’s imperative that we work as one, communicate and listen to each other.

Wanting others to succeed and enjoy what they do is extremely important to me, which is another reason why we remodelled the KPI process to ensure our Aspire Service Partners could get best rewarded for the hard work they do on a daily basis.

I would like to express my personal thanks in advance to you all for your commitment and hard work. It’s a journey, after all, and I’m sure everyone would agree that teamwork, respect for one another and a passion to achieve will make the journey a happy, rewarding and memorable one.

Ross Wiles

Aspire Systems & Quality Manager

The role of the Aspire Champion in a KPI Assessment and Monthly Review

Landsec | Aspire manages a team of Service Partners across a range of service streams. We have allocated an Aspire Champion to each service stream. Each Champion will be supported by an Aspire Sponsor and is the main point of contact to oversee each Service Partner’s performance, helping to maximise efficiency and levels of service delivery.

The role of the Aspire Champion:

— Hold minuted monthly Aspire Service Partner KPI meetings.

— Discuss and agree KPI scores with the Service Partners and ensure timely completion and submission of the score cards to be sent to the Aspire Systems & Quality Manager.

— Ensure KPIs, monthly Service Partner reports and monthly meeting minutes are saved on the SharePoint.

— Work with the Senior Aspire Service Delivery Managers to address areas of concern with Service Partner performance.

— Provide communications to the Workplace portfolio relating to the specific service stream.

— Work with the Service Partner to identify opportunities to add value in service, processes, resource and innovation.

— Develop and maintain strong relationships with the Service Partner to facilitate building relationships across the London Workplace Portfolio.

— Review the dashboard with the Service Partner to ensure they understand the workings.

Items the Aspire Champion should understand:

— The scope and terms of the Service Partner contract with Landsec.

— The Service Partner organisation and management structure.

— Landsec’s purpose – Build Well, Act Well and Live Well – and apply this when conducting monthly Service Partner KPI meetings.

— The individual dashboards that detail Scoring and Risk & Reward.

The role of the Aspire Sponsor

— Ensure consistency of scoring.

— Follow up on agreed actions.

— Ensure escalated issues are monitored, managed and resolved.

— Acknowledge performance through praise and recognition.

— Attend a Service Partner review at least once every quarter.

The role of the WM, AWM and WEM

— Any issues with scoring to be escalated to the relevant Aspire Champion(s).

— Ensure feedback is provided to the Champions at the end of each month, allowing sufficient time for the Champion and Service Partner to discuss.

— Reach out to Service Partners and Champions to ensure positives and negatives are addressed immediately.

The

role of the Aspire Service Partner

— Ensure all requested data is sent over in a timely manner, allowing sufficient time for processing. This could be anything from KPI scoring sheets to a list of updated names relating to training modules completed. The Aspire Service Partner will be responsible for completing the KPI scoring sheets and will consider the feedback from the Champions, who they will meet each month to discuss performance. They will then return the scoring sheets within 5 days of receipt.

We believe Landec | Aspire takes the customer experience to the highest level and through teamwork, self-assessment and continuous improvement, offers customers five-star performance to support their business.

David Wickens Head of Workplace Operations & Chair of Landsec | Aspire

— The Aspire Service Partner will be the driving force to deliver excellent customer service by way of innovative ideas, safe systems of working, teamwork and generally going that extra mile in everything they do. The relationship between them and the Aspire Champion will be one of trust, enabling two-way, constructive feedback.