’s 1st ever

12

11

It’s been non-stop since

we expanded our facilities

management contract

across the Republic of

Ireland, and today’s going

to be no different…

First up is one of four

client site visits at Vodafone’s

a plan in place to repair it

we arrive on site to discuss

major construction project

2. Treat your customers as you’d like

to be treated yourself

3. Listen to your customer and respond

to their feedback

Victoria Lambert one of our catering colleagues has collected

a smashing 72 MITIE Stars nominations for the sensational service

she delivers to our customers at Rolls-Royce in Derby every day.Va sh

MITIE TIPS: customer service

4. Identify and anticipate your customer’s needs

5. Make your customers feel important and

appreciated. They will keep coming back.

A DAY IN THE LIFE OF...

i ebeennon-stopnnn s

Ian Farrell

Vodafone Facilities

ell

1 t

The mini mag for MITIE people

Wonderful wedding gifts worthy of Wills’ and Kate’s big day

MITIE’s Mustafa Gore

helps fund school

in Uganda

Issue 11

ADAYAA INTHELIFE OF...E

vicvice

MITIE life

reader in the

Himalayas!

1212

Top tips to make your customers smile

Find out more about MITIE Stars Awards on page 22!

001

Contents01 Editor’s shout02 Feedback frenzy03 MITIE good causes05 MITIE feature:

MITIE life on tour07 Diversity week 09 Healthy pursuits11 MITIE tips:

Customer service12 A day in the life of…

Ian Farrell13 MITIE schemes15 Shop:

Wedding fever17 Regional events18 Postcard from...

Brattvåg, Norway19 Bulletin board21 MITIE’s Got Talent22 MITIE Stars Awards23 MITIE achievements25 Big shout out26 Coffee break:

MITIE mastermind and sudoku

27 60 seconds with... Sarah Proven

If you have fi nished reading this magazine why not pass it on to a friend or dispose of it in your recycled paper waste. Thank you.

Designed by luminous.co.uk

Printed by MITIE Document Solutions

Editor’s shoutKirsty Barnet, MITIE life Editor

We’re back! And once again we’re cramming as many of your magnifi cent stories into the mini mag as we can!

This time round we’re discovering what went down at MITIE’s fi rst ever diversity week, and putting the spotlight on some new faces in the MITIE team. Flick through to our ‘postcards from…’ feature on page 18 for more on MITIE in Norway! And see page 12 for an incredible insight into the team in Ireland.

And as always we’ve been inundated with amazing anecdotes on what you’ve been getting up to whether for a good cause, or just for fun!

Remember, if you’ve got a tale to tell, email us at mitielife@mitie.com.

You can also find out more about MITIE on:

Dear MITIE life,

I’ve recently returned from a tremendous trek of the Himalayas, and wanted to share my amazing adventure with you.

I’m a massive fan of mountaineering and have previously participated in climbs in Peru and The Alps to prepare myself for this enormous challenge.

Through various other charity works I’ve managed to raise nearly £3,000 for our registered charity Christies and I’d like to say a massive thank you to all my colleagues for all their support and generosity.

I’m now looking forward to my next challenge, a 600 mile cycling trip in the Baltics!

Yours sincerely

Andrew Armstrong Finance Manager, Technical Facilities Management

l us at

STARLETTER

01

Send us your star letterPost to: MITIE life, Ground Floor East, Cottons Centre, Cottons Lane, 47/49 Tooley Street, London, SE1 2QG

win£20Send usyo

Feedback frenzy

100%of you think that the stories in the last issue were good or OK;

100%of you LOVE that MITIE life is delivered to your door;

80%of you always read MITIE life.But... 5% of you downloaded MITIE life from www.mitie.com. As we become a more sustainable business we’d love for more of you to visit the online version.

Results taken from those of you who completed the feedback section found at the back of the publication for issue 10.

If you’re looking to progress your career with MITIE, whether for your next step up, or a different career altogether – then check out the internal vacancy site now via MiNet or at

internalvacancies.mitie.com. If you would like to fi nd out more about our international opportunities with Rolls-Royce in Europe then please email sharon.gibson@mitie.com.

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Internal vacancies

Little guide to being MITIE – coming soonThe new and improved little guide to being MITIE will be arriving at an offi ce near you very soon! The guide is a great reference to all things MITIE; whether you’re chatting to colleagues, friends or clients, you’ll fi nd all the answers you’re looking for here. So keep your eyes peeled and let us know if you need more copies by emailing branding@mitie.com.

A new buzz in townMITIE life’s sister publication, ‘buzz’ is now available in a brand new online and interactive format. Please visit: www.mitie.com to take a look.

oB5liwwbby

THE MAGAZINE FOR MITIE PEOPLE ISSUE 5

Our world. Your futureJohn Cridland, CBI Director-General, urges British

businesses to go for it!

THE MAGAZINE FOR MITIE PEOPLE ISSUE 5

the

oof yis d

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The little guide to being

02

Supporting Merlin Housing Society with a makeover of Kingsmeadow Community Centre in Bristol, our talented property management tradesmen provided bucket loads of free paint and training for the young children on the project. The result? A brush stroke of magic!

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Caring for the community

MITIE man Lee Sadowski and his friend Gary Tomlinson have set themselves a huge challenge. They aim to complete 2,000 km in 200 days to raise some pennies for Leukaemia & Lymphoma research! So far they have completed 1,186 km and have raised £1,130. Nice work fellas!

It was a tache-tastic November for our waste team who witnessed Justin Chave’s glorious goatee-growing effort for Movember.

For those that don’t know, Movember’s a month long event where men commit to growing a Magnum-esque moustache to raise money for prostate cancer.

Justin raised a sensational £627 and treated his top lip to this heavenly handlebar!

Valentines victory

Cupid’s arrow arrived at MITIE in Milton Keynes in February.

Our love-struck security specialists organised a heartthrob sweepstake and raised £50 for the British

Heart Foundation. Steph Sordillo was left celebrating after successfully selecting heartthrob, model movie star Megan ‘The’ Fox. How love-ly!

Whether it’s at work or at home, nothing makes us more proud than MITIE people making a difference to people’s lives.

Whether it’ t

GOOD CAUSES

MITIE man Lee Sadows iki and hiis ff iriend Gary

Marathon men…

Frazer Perry-Jones

Danielle Darracott Richard Penny

or the British

Tache-tastic!

03

School’s outMighty generous Mustafa Gore from security has spent the past nine years donating his dosh to help build a primary school in Uganda.

The school opened its doors in February and currently has 160 pupils. We’re in absolute awe of Mustafa who’s managed to make miracles happen for underprivileged kids from fi nancially challenged families.

Mustafa wants to develop the school so students can continue studying at secondary level now, and would like to say a special thanks to his supervisors for their support.

Calling all you MITIE special people!

Epesp

ga uple!

Ca

Our canny contract administration team in Portsmouth have raised a terrifi c £700 for MITIE’s southern regional charity, Naomi House Hospice.

The team held three fantastic fundraising events in their offi ce for the charity including a cake sale and a market stall selling Christmas treats. Some of the team also took part in the annual Clarendon Way Walk between Winchester and Salisbury last year to help raise money for their chosen charity.

A mighty big congratulations to the team.

raise m

Check out more great MITIE stories on the MITIE life page on the intranet.

MITIE energy specialist Ken Heaton, known to his colleagues as ‘Ken-ergy’, has been delivering some excellent eco-assemblies to primary and secondary schools across the northern regions.

The interactive insight has helped to raise awareness amongst school pupils on how they can change their behaviours to help contribute towards a ‘greener’ and more energy effi cient planet.

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Ken-ergy strikes again!

OOOur canny co ttntra ttct

House of love

Tina Starbuck

p

Nathan Boxall

Gary Cronin

Sally Bear

Fiona Handsford

04

Kirsty in Mauritius

005

We’re ecstatic that so many of you have helped make MITIE life a massive global hit! Check out all of our MITIE life on tour pictures on our intranet!

MITIE life on tour!

Bob in Marrakesh

Stephanie in Vietnam

Eva, (Kevin Tyrell’s Nan) our 100 year old reader

(amazing!)

Kirsty

W ’ t ti th t

Step

EEEEEvEvva, (Kevin Tyrell’s Nan) our 100 year old reader

((((a(a(aaamazing!)

05

Christopher in Gran CanariaMasood in Moscow

Stephen at the Taj Mahal

Catriona in Vietnam

Lynn in Magaluf Douglas and Liam in Lithuania

06

DIVERSITY WEEK

The year 9 girls at Fred Longworth High School in Manchester were encouraged to try their hand at painting, plastering and roofi ng…

We hosted a ‘moving up the corporate ladder from an ethnic perspective’ roundtable discussion in London. Hosted by our supply chain manager, Romeo Effs, the discussion focused on the best practices and attitudes ethnic minorities need to have and excel in, in order to climb the corporate ladder.

Speaking about the success of the session, Romeo said: “The success of today’s meeting is an encouraging step forward for MITIE. Attendees ranged from administrators to senior managers, but everybody showed the same level of ambition and enthusiasm.”

TThThThThee eyear 99 girls at Fred Longworth

Girls in Construction – Why not?

Moving on up Romeo Effs, Group Supply Chain Manager

07

We invited some of our top suppliers to a supplier forum day which was kindly hosted by Vodafone. Our suppliers got together to share innovative ideas and fantastic fresh thinking, and to discuss the importance of diversity in the supply chain.

Diversity Week round upAt MITIE, we believe that our continued success is a result of the collective experiences, talent, perspectives, cultures and attributes of our people. That’s why from 7 – 11 March 2011 we hosted our fi rst ever diversity week to celebrate what makes MITIE different!From gender and disability workshops to presentations from exterior specialists and our own people from across the business, everyone got involved to deliver inspirational messages at sites across the UK.

Supplier forum day

DDDDDDDDDDivAt M

Our Graduates

08

An energetic electrician

At their peak

Looks like lots of you are enjoying the high life and testing yourselves in the Three Peaks Challenge!

Our property management peeps completed the climb

and raised a mountainous £1,700 for Cancer Research, NSPCC and Support our Soldiers. And our energy enthusiasts were also up for the challenge, raising £900 for a local hospice.

When Tony Thomson-Hill told friends and family he fancied a vacation with a difference, they didn’t realise he was gearing up for a 45-day bike ride!

Tony’s amazing adventure across America racked up a tyre-ing 3,360

miles; cycling all the way from the city that never sleeps, across 13 states to San Francisco. Pedalling past many places of interest, Tony had a bm-xcellent time and would highly recommend it to everyone!

HEALTHY PURSUITS

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aaaaaarrrrraa

Adrian Nel from our client services team is crazy about cricket.

Bowled over at an early age, he played semi-professionally in his home country of South Africa, and is now fl ashing his fi elding skills for a First Division Club in Ipswich. In the off-season he can also be seen batting a few balls in both the National Indoor Cricket League and the National British Open! Howzat then!

With that new year’s resolution of fi ghting the fat fi rmly out the window, why not take inspiration from our fellow fi tties from across the business?

Glen Hooper Daniel MillScott Evemy

L-R: Neil Chapman,Darren Holder, Sue Weir,Tony Hornthornthwaite, Rob Brown, Paul Millington, Christian Richardson, Neil Charlton.

Knock ‘em for six

09

When the going gets…Great!

Star trek

Andrew Bellenger from our technical facilities management team took part in the Great South Run in October, and raised a superb £700 for Parkinsons UK.

Andrew completed the 10 mile marathon in a magnifi cent 1 hour and 56 minutes, and has high hopes of trouncing his time this year!

Well done to wonderful walker Gillian Pugsley from our cleaning team, who recently swapped her high heels for hiking boots to take part in a 100km trek.

Gillian and her star fl eet, the ‘MITIE long way’ team completed the challenge in a step-tacular 15 hours and 55 minutes, and raised a supernova £3,000 for Oxfam, the Ghurka Welfare Trust and the Army Benevolent Fund.

Sarah Hughes from our asset management business took part in a 3-hour body combat marathon in aid of Great Ormond Street Children’s hospital (GOSH)

For those that don’t know, body combat

combines cardiovascular training with martial arts moves designed to improved strength and fi tness. With 150 conscientious combat-ers taking part a great effort was given by all to raise some cool cash for GOSH.

Eileen Hegarty

Michelle McClean

Gillian Pugsley

Andrew Bellenger Nicky Bellenger

Pugsley

Carole McCullagh

Kung Fu fighting

What a belter!

MITIE’s Paul Wainwright kick-started his career in martial art Shotokan a tremendous 36 years ago, and even runs his own club!

Last year Paul punched his way to the fi nal four of the World Championships in Athens, and is currently eagerly awaiting the European Championships in Budapest in May. We think he’s in with a fi ghting chance of victory!

10

11

1. Always greet the customer fi rstFirst impressions count. Make a long and lasting impression by greeting your customer in a friendly manner as soon as you see them. y y

2. Treat your customers as you’d like to be treated yourself

There’s nothing worse than shoddy service! Always think ‘how would I want to be treated?’ and treat people in that way. Service with a smile is always a winner too! a ay. Se ce a s e s a ays a e oo!

3. Listen to your customer and respond to their feedback

Make an enormous effort to listen and understand what the customer’s saying to you. Give each and every customer your undivided attention.

Victoria Lambert one of our catering colleagues has collected a smashing 72 MITIE Stars nominations for the sensational service she delivers to our customers at Rolls-Royce in Derby every day. Super-star Victoria shares her top tips on how to make your customers smile.

Vcthaa

mm

MITIE TIPS: Customer Service

unundidivividededd atattetentntioion.n.

4. Identify and anticipate your customers’ needsAsk questions so you understand their requirements. The more you know your customers, the better you become at anticipating their needs. Communicating regularly is really important. And keep it simple too.

5. Make your customers feel important and appreciated. They will keep coming back.

Treat customers as individuals. If you know their name, use it… it adds a personal touch and makes them feel like you really care.

Victoria Lambert, Catering

11

It’s been non-stop since we expanded our facilities management contract across the Republic of Ireland, and today’s going to be no different…

First up is one of four client site visits at Vodafone’s fl agship store in Dublin. Alan Sherlock is our facilities manager here, and today we’re discussing a leak at the property with our building contractor. Luckily, our innovative technology enables us to pinpoint the leak immediately and put a plan in place to repair it and renovate the damaged basement without any disruption.

Now on to our monthly meeting at the data centre. Philip Hogan leads the meeting, reviewing the mobilisation of the contract and giving us a heads up on QHSE. The relationship’s blossoming thanks to the fl exibility and determination of the site team, plus we’re already earning extra project works, which is excellent!

Following a drive to the main call centre in Dundalk, we arrive on site to discuss health and safety plans for a major construction project with site manager Oliver O’Connor and the client’s health and safety

manager. While we’re here we give a warm welcome to our newly TUPE’d cleaning team.

And to round off the day we dial in to our weekly ops meeting via video conferencing in Vodafone’s corporate HQ. Pat Doyle leads the call as we plan our upcoming projects and discuss the adventures that lie ahead for the operations team.

It’s very busy here at Vodafone in Ireland. We thrive on keeping busy and do our best to deliver brilliant customer service on a daily basis.

A DAY IN THE LIFE OF...

12

Ian Farrell

MITIE Operations Manager – Vodafone Facilities and Energy

MITIE SCHEMESMMIITTIIEE SSCCHEMES

Now bigger and better than ever before, there’s currently over 9,500 of us using MITIE Rewards to save money on our shopping. If you’re not already taking advantage of this terrifi c scheme, what are you waiting for? Simply log onto www.mitierewards.co.uk, call the helpdesk on 0845 299 4181, or text ‘MITIE’ followed by your name to 88802.

N bi d b tt t

MITIE Rewards

Are you a parent and paying lots for childcare?

Why not enrol on MITIE’s childcare voucher scheme and make some exceptional savings? For more information, visit www.childcarevouchers.co.uk, call 0800 247 1233 or speak to your payroll team.

A t d i

Child’s play

than rently

MITIE ey

dy f this

at are you og onto

.co.uk,on ext y your

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13

second

Saving energy should be second nature...

If you’re the last person

off all the lights;

have a sleep mode

equipment are all off when you leave;

Don’t have heating

with open windows;

Ensure the Building

programmed for

Checklist

Everyone with access to the MITIE network can now use this wonderful web portal to register requests and track progress of tickets online.

To access MiIT just open a web browser, type miit into the address bar, press enter and up pops your very own MiIT portal. Contact our IT intellectuals at it.servicedesk@mitie.com for more information.

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MiIT

We’re extremely excited about our new energy campaign.

Launched to help us achieve a 15% reduction in energy across our offi ces by 2013*, our splendid Second Nature programme sets out some simple guidelines for us all to follow…It’s nothing too strenuous, and it’s really nothing new to what we’re already doing at home.

Check out the posters pinned up in your offi ces, and if you want to know more email greenteam@mitie.com.

* based on 2010 measures

WWeWe’’’re exttrem lely excited about

Saving energy… should be second nature

14

SHOP

WeddingfeverWith Kate and Wills’ nuptials nearly here, we thought it’d be royally rude not to give them a mention in the magazine! Check out some of our favourite wedding gifts which can be purchased via MITIE Rewards.

Recycled glass water carafe£10.00, House of Fraser 10% off in store or up to 7% Cashback

Red Letter Days13% Cashback

Lastminute.com 10% Cashback

15

Cutlery from£25.00, Debenhams 10% off in store or 4% Cashback

Personalised wedding plate £14.00, fi nd-me-a-gift.co.uk10% Cashback

8 inch Digital photo frame£29.99, play.comup to 7% Cashback

Toaster £10.49, Homebase 1.5% Cashback and 7% off in store

Ball and chain key ring £6.99, Findmeagift.com 10% Cashback

chaiin key ringndmeagift.com hback

Personalised champagne and fl owers£29.99 & £19.99 Interfl ora 10% off in store or 6% Cashback

16

REGIONAL EVENTS

Easter is fast approaching and we have been researching a few fun events that you, your family and friends can enjoy to make this holiday ‘eggstra’ special! For more information simply visit www.eastereggtrails.co.uk

17

North WestFormby: Search the sandy coastline to fi nd

extra special Easter eggs! Location: Victoria Road, Formby,

Liverpool, L37 1LJ.

North EastNostell Priory and Parkland: Explore the

grounds of this magnifi cent manor house to make sure you get an Easter goodie!

Location: Doncaster Road, Nostell, near Wakefi eld, Yorkshire, WF4 1QE.

West MidlandsHidcote Manor Garden: Get involved with the

Easter egg trail and face painting at the grand gardens at Hidcote Manor!

Location: Hidcote Bartrim, near Chipping Campden, Gloucestershire, GL55 6LR

East MidlandsBelton House: Be quick to search the deer

parks and the brilliant Belton House grounds to fi nd your Easter treat!

Location: Belton House, Grantham, Lincolnshire, NG32 2LS

South EastWinkworth Arboretum: Pack a picnic and

take a walk around the wonderous Winkworth Arboretum to get your Easter prize!

Location: Winkworth Arboretum, Hascombe Road, Godalming, South and South East, GU8 4AD

South WestBrownsea Island: Bursting with adventure

Brownsea Island will play host to an exciting Easter egg trail!

Location: Brownsea Island B Shed, c/o Haven Ferry Shop, Sandbanks, South West, BH13 7QJ

Ireland Farmleigh House and Estate will play host to

two days of Easter family fun with a highlight being the Easter egg treasure hunts.

Location: Farmleigh House and Estate, Farmleigh, Castleknock, Dublin 15, Ireland.

For more information visit www.farmleigh.ie/Events/Title,15554,en.html

Scotland Ben Lomond: Begin your Easter

‘eggstravaganza’ at this breath taking location set in the Scottish highlands.

Location: Ben Lomond, Rowardennan, By drymen, Argyll, Stirling & The Trossachs, G63 0AR.

TRAVEL

Endre PickardEndre Pickard

As well as his family and friends, Endre counts the Norwegian people and the distinguished ‘four seasons’ as the best things about living and working in his home country.

“Even though we have dark cold winters, the guaranteed summer sunshine makes living here really enjoyable! Knowing that you can enjoy a nice cold drink outside overlooking the sea in the summer is great!”

What’s it like to work for MITIE’s Rolls-Royce team, 1team, in Norway?

“I love the diversity. Everyday is different! Whether it’s communicating with clients or other MITIE people the variety is great!”

What would you say to somebody who is thinking about joining MITIE 1team in Norway?

“I would defi nitely recommend it. The job is challenging but there are skilled people around you wherever you turn! MITIE is still in the start-up period in Norway but I’m excited about growing and providing an exciting environment for employees that want to join!”

Postcardfrom...

Brattvåg,Norway

g

ng

n!”

I would defi nitely recommend it!

Endre Pickard, an administrator from the Rolls-Royce 1team in Brattvåg, gives us a few words on what’s new in Norway!

18

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At MITIE, we’re all for a

wholesome work-life

balance, so we’re always

happy to hear the wacky

and wonderful things you

get up to outside of work.

BULLETIN BOARD

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Stuart Little

19

Forget Jeremy Clarkson and the Top Gear team…

we’re proud to introduce our very own driving

dynamo, contracts manager David Rees-Jones.

David tackled the terrains of six European countrie

in 10 days in a fabulous 4x4 rally for Help the

Heroes. With 42 other four-wheeled drivers,

the roadies racked up a tremendous 2,500 miles

in total, and a four-middable £100,000 was £secured to support the wounded soldier’s charity.

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The Rees-Jones family at the Eagles Nest in Germany, the final destination

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That’s a rap!

That’s a rap!

Our client services

colleague

Waheed Cole is kind of a big

r

g

r

deal when it comes to music.

g

He’s even had a sh

ot at

stardom as a rapper, form

ing

part of Peter Andre’s po

sse ar m app , m g

m p

on one of his hit

records!

Waheed’s had a love of lyr

ics

since he was little, and now

spends his spare

time spinning

his favourite song

s as a DJ pen

pp

in London clubs!

gg

20

rap!rap!Got a wacky story you want to share with everyone at MITIE? Contact mitielife@mitie.com

X factor watch out...! MITIE’s top talent competition is getting bigger and better every year and the 2010 series came to a close with a showcase of six sensational acts. Rock band Blemish were crowned winners with their catchy crowd pleaser, ‘Coming around.’ MITIE man and lead guitarist, John Martin said … “What a mind blowing experience. The atmosphere was electric.”

‘Congratulations!’ goes to our other fantastic fi nalists, Teneeka Fothergill, Debra Bridgewater, Hayley Collier, Majda Rogers and Anthony Cox .If you’d like to take part in the 2011 competition all you need to do is text the talent hotline on 07979 702207 and one of the team will get back to you.

MITIE’S GOT TALENT

21

Our people are at the heart of our business and MITIE Stars is our way of saying ‘thank you’ to our people for a job well done. With an impressive 1,385 nominations from clients and colleagues for season 4 of the scheme our stars continue to smash records for their passion and commitment to their jobs at MITIE.

Marc Mann, an engineer from our PFI team, shone as our top star for 2010. Marc’s quick thinking and selfl essness saved a life in a very dangerous situation.

“ It was quite overwhelming. It still doesn’t feel like I did anything out of the ordinary and I can’t believe I won. MITIE Stars has defi nitely changed my life; taking my family on holiday and being able to have a new kitchen is not something I thought I’d be able to achieve in such a short time period.”

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Calling all you MITIE special people!To nominate email: nominate@mitiestars.co.uk call: 0845 408 4065

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22

MITIE plumber Jonathan Theobald scooped the BEST/HVCA Outstanding Achievement Award in December 2010.

Paying tribute to the truly talented young engineers, jovial Jonathan was a worthy winner for his incredible determination and wonderful willpower to pass his NVQ level 2 qualifi cation.

Listen-up Lord Sugar!

Awesome apprentice Sean Hughes sparked interest at top training provider JTL’s South West regional awards.

Sean was all smiles as he sealed the runner up prize and got his hands on a presentation plaque and a fabulous £500 cheque! That’s an achievement even Alan Sugar would be proud of!

It was glory for our Gunwharf Quays’ guys at the Land Securities People in Action awards.

The team took home the Exceptional Response award for their clever interception of a credit card fraud scam!

And if landing this award wasn’t good enough, they also knocked up a MITIE Stars nomination each for their brilliant customer service.

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Piping hot!

On the House

MITIE ACHIEVEMENTS

Caris Henry from our property management team has reached the fi nal of the Young Leader in Housing award.

Caris has played a key role in getting contractors to support the Nottingham Caribbean Carnival, helping to secure a terrifi c £10,000 worth of funds. Way to go Caris!

pQ level 2

Landingon their feet!

What a brilliant bunch we have here!

Let’s fi nd out more…

23

Joanne Broadbery from our facilities management team in Chorley shined at this year’s North West Society of Chartered Accountants Accountancy and Business Awards.

Joanne clinched the coveted Accountancy Rising Star award for her incredible can-do attitude and wonderful work ethic.

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Star pupil

Our security specialists have done sensationally well at this year’s BSIA awards.

Steven Peace, a supervisor at UBS, scooped the Service to Customer award for the London region, and the Royal Liver Building team were rewarded with Best Team for the North West. They’ll now be put forward for the national awards announced in July.

Gongs galore!

Centre of excellence

We’ve got some top talent in our technical facilities management division.

Mark Morgan was the fi rst MITIE person to secure the Trafford Centre World-Class Service award. Judged by the senior management at the centre, Mark won the award two months on the trot for exceeding customer expectations! Excellent stuff!

ethic.

Mark MorganAlison Reid

Tony Sheehan

Steven Peace

The real deal

The sublime success of our Real Apprentice scheme continues.

Beating off terrifi cally tough competition at this year’s BITC European

Employee Volunteering awards, the sensational scheme, run by MITIE’s Jane James was crowned the overall European winner. Incredible news!

Please contact jane.james@mitie.com if you’d like your business to take part.

ellent stuff!

ess fof our Employee Volunteering

Jane James

Stephen Barthorpe

From left to right:Mick Owens, Terry McNamee, Sarah Fane, Peter McCreith and Mark Harrison.

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BIG SHOUT OUT

Niome Lucjan tying the knot with husband Gavin in Brisbane.

BIG SHOUT OU

Baby Oliver, sleeping beauty of Andrea Martinowskas

This little chap is Dominik Dyers, son of our very own Eva Dyers.

This little lady is the beautiful Betty Rose, daughter of Kevin Tyrell.

Amie Smith and new husband Keith on their happy day.

Steve Townsend who’s just received a long service award for working at one of our PFI schools for 25 years.

Congratulations to Mr and Mrs. Lima!

Baby Tarik, bouncing baby boy of Ana Leis

After a fabulous 15 years, Maureen Hanson has bid a fi nal farewell to MITIE.

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We’re delighted for our CEO, Ruby McGregor-Smith who recently received an honorary doctorate by Kingston University’s Faculty of Business and Law.

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It’s been non-stop since

we expanded our facilities

management contract

across the Republic of

Ireland, and today’s going

to be no different…

First up is one of four

client site visits a

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a plan in place to repair it

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2. Treat your customers as you’d like

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3. Listen to your customer and respond

to their feedback

Victoria Lambert one of our catering colleagues has collected

a smashing 72 MITIE Stars nominations for the sensational service

she delivers to our customers at Rolls-Royce in Derby every day.MITIE TIPS: customer service

4. Identify and anticipate your customer’s needs

5. Make your customers feel important and

appreciated. They will keep coming back.

A DAY IN THE LIFE OF...

Ian Farrell

Vodafone Facilities

’s 1st ever

The mini mag for MITIE people

Wonderful

Wedding gifts

worthy of Wills’

and Kate’s

big day

MITIE’s

Mustafa Gore

helps fund School

in Uganda

Issue 11

MITIE life

reader in the

Himalayas!

Top tips to

make your

customers

smile

Find out more about MITIE Stars Awards on page 22!It’s been non-stop since

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a plan in place to repair it

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2. Treat your customers as as you’d like

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3. Listen to your customer andnd respond

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Find out more about MITIE Stars Awards on page2222!2!2!2!2!01 Where is the primary school Mustafa Gore has helped to build?

02 What is the name of our pest control’s new canine recruit?

03 How many years has Maureen Hanson worked for MITIE?

04 How many people have registered for MITIE Rewards?

05 What was the name of MITIE’s top star for 2010?

06 In what state did Tony Thomson-Hill fi nish his bike ride?

07 Where in Norway is Endre Packard based?

08 How much did Caris Henry help to raise in support of the Nottingham Caribbean Carnival?

09 Who is the Real Apprentice scheme run by?

10 How many nominations did MITIE superstar Victoria Lambert receive?

IIsIssssssssssssue 11111111COFFEE BREAK

Winners: Issue 10Kathleen Gough – cleaning (Sudoko)Brian Collier – TFM (Mastermind)

WIN £50 worth of high street gift vouchers

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Calling all you MITIE special people! Go to page 22...

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Cassspecial people!pesp ple!

60 seconds

with…Sarah Proven Apprentice Painter, Scotland

Why did you choose to do a painting apprenticeship?I love painting and design and thought that it’d be perfect to combine the two.

INTERVIEW

What is the most adventurous thing that you’ve ever done? I love roller coasters and the most adventurous thing I’ve ever done is go on the Sky Screamer in Blackpool.

What would your ideal weekend be? It’d be spent with my mates.

It’s not only Sarah that’s passionate about painting…we also have two other fantastic female apprentices, Sarah Robb and Megan Simpson, doing a dandy decorating job on their painting apprenticeships in Scotland.

What is your favourite thing about living and working in Scotland? It’s where I was born and where I grew up so it’s very much home for me!

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Which celebrity would you most like to meet? Allan McGregor, he’s a great goalkeeper.

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Go on have a go! If you fancy being featured or know someone who would be perfect for the challenge email: mitielife@mitie.com

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MMMITTIEEEE BUUUSSINEEESSS:

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POOOSSTTTTCOOOODDE:

Post your feedback answers, mastermind and sudoku to: MITIE life, Ground Floor East, Cottons Centre, Cottons Lane, 47/49 Tooley Street, London, SE1 2QG

01 Do you read MITIE life?

Always Sometimes Never02 What did you think about Issue 11’s stories?

Good OK Poor03 What did you think about Issue 11’s design?

Good OK Poor04 Do you show other people in your household MITIE life?

Always Sometimes Never05 What section of MITIE life do you enjoy reading the most?

06 What section of MITIE life do you least enjoy reading?

07 If you had a story to tell would you contact MITIE life?

Yes No I don’t know how to08 What else would you like to see featured in MITIE life?

09 Do you like the fact that it’s delivered to your doorstep?

Yes No I don’t care10 Would you prefer to download MITIE life from www.mitie.com?

Yes No I like a paper copy

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4 2

73

58 61 73

4 61

1

1 76

8 3 56 5 8

6 1 7

8 2

6 9 8

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To have the chance to win £50 worth of high street gift vouchers post your answers to: MITIE life, Ground Floor East, Cottons Centre, Cottons Lane, 47/49 Tooley Street, London SE1 2QG

01 06

02 07

03 08

04 09

05 10

You’ve got to be in it to win it!To have the chance to win £50 worth of high street gift vouchers post your answers to the address above.