Cledor Training Academy
Cledor’s training academy was the first of its kind in the property management industry. Primarily designed to ensure that the staff we provide our property clients are the very best they can be, our academy is now open to all on-site staff, based at any property in London and the south east. We’ve adapted to the pandemic and now offer e-learning training courses to our clients as well as our own employees.
There are three levels of academy training
1. Entry level
2. Intermediate
3. Excellence
Our founder’s background of high end hotels and general and close-protection security personnel brings to our training sessions unique experiences and fascinating stories. Role play sessions based on real life scenarios maintain focus and put the theoretical learning into practice.
Cledor brings lessons learned from the hospitality and security personnel industries into the residential and commercial property management sectors. Premium residential developments require the most polite and attentive members of on-site staff but those concierges and porters with the appropriate security training will help to prevent crime and protect the residents within.
Cledor’s training academy tackles these topics
Health & safety: identifying and recognising hazards and risks across a number of H&S areas, especially fire.
Building regulations: ensure your site teams are up-to-date on the latest building regulations and are empowered to adapt routines and site guidelines as necessary.
First aid: what constitutes first aid in the workplace, what should/shouldn’t be in the first aid box, who should administer first aid, dealing with a death on the premises.
CCTV: practical use of, and data protection implications.
Bomb threats: practical advice to keep occupants safe and assist the security services.
Access control: visitor protocols including data protection implications, parking control, key handling procedures.
Packages: management of courier delivered packages and other goods for occupiers.
Contractors: defining contractors, checking their credentials and permission to enter the site, differences between contractors for common areas and contractors for individual units, allows contractors are allowed to work, recognising major works that may not be subject to a licence to alter.
Emergency procedures: callouts outside of normal working hours, knowing who to call, recording and reporting emergencies.
Conflict management: understanding why conflicts arise, techniques to manage them and dealing with bullying and harassment.
Civil and criminal law: understanding the difference between them, reporting crime, dealing with trespassers, use of force, preserving evidence and more.
Communication: correct telephone manner (first impressions), out of hours communications, dealing with irate customers, reporting incidents to the emergency services, practical advice for emails and other written communication methods, mobile phone/social media policies.
Complaint handling: defining a complaint, obtaining the facts, liaising with the property manager/client, correcting a mistake, learning from every complaint.
Customer service: what good customer service looks like, understanding who is the customer, establishing the customer’s needs, putting yourself in the customer’s position, examples of bad customer service, multitasking/prioritising customers’ needs.
Going the extra mile: importance of the appearance, greeting occupants and visitors, being attentive toward the property manager’s needs, escorting contractors, being proactive, actively using the software systems provided.
E-LEARNING TRAINING COURSES
In these challenging days of social distancing, it’s still vital that on-site staff are properly trained to do their jobs safely and helpfully. That’s why we provide e-learning courses for residential concierges, cleaners, caretakers, gardeners, maintenance staff, estate managers and security personnel that they can do in their own time, complete with an assessment at the end.
E-learning training courses include:
Building Safety Act 2022
Fire safety awareness
Lone working
Manual handling
Working at height
First aid
Defibrillator training
Noise awareness
Asbestos awareness
How to conduct basic risk assessments
Legionella awareness
Display Screen Equipment
And more!
Yours and your clients’ obligations to on-site staff training continues, despite the current pandemic.