10 October 2025
Spotlight on Our Head of Service Delivery
At Global Fire & Security, we’re proud to celebrate National Customer Service Week, a time dedicated to recognising the incredible efforts of our customer service team and the vital role they play in supporting our valued clients every day. It is also an opportunity to reflect on the importance of teamwork, dedication, and the positive impact that excellent service has across our organisation.
Customer service is at the heart of everything we do. From the first point of contact through to project completion and ongoing maintenance, our dedicated team ensures that every client receives exceptional care, attention, and professionalism at every stage of their journey with us.
To mark the occasion, we sat down with our Head of Service Delivery Stuart Morley to learn more about how our customer service team operates, how we motivate and recognise excellence, and what makes our approach to service truly stand out in the industry.
What does your role as Head of Service Delivery involve, and what are your main responsibilities?
Leading a field-based engineering team of around 70 engineers across electrical and mechanical delivery teams, these are managed through several Field Line Managers (FLM's) and overseeing the Service Operations Desk, compising of Customer Service Agents, co-ordinated via Cluster Managers (CM's), working with key clients to improve the service delivery by the operational teams.
How do you support and motivate the team to deliver outstanding customer service every day?
By setting clear expectations around service delivery (customer experience) , ensure the team consistently aligns with one of the global core value of "putting the customer first." Encourage the team to view issues from the customer’s perspective, Lead by example—remaining calm, professional, and empathetic in all situations. Drive a culture where team members feel empowered to make decisions, promote accountability by ensuring every action and commitment is owned and followed through.
What do you do to ensure that excellent customer service is recognised and celebrated within the team?
We’ve recently made some updates to our Customer Service daily huddle structure. On Wednesdays, we’ve introduced a “Share and Learn” session, where we focus on a specific topic or invite a colleague from another part of the Global business to share insights into their day-to-day role.
To celebrate success, we’ve also added “Friday Treat Days” — a fun way to reward the team when we meet or exceed key performance targets.
Last month we launched our “Customer Service Employee of the Month” award, recognising outstanding contributions and dedication within the team.
Can you share a moment you’ve been especially proud of your team’s customer service efforts?
We are currently undergoing a transition in how we support our customers. during this time, the Customer Service team has continued to deliver a high standards of service for both internal and external customers. In many instances, they have gone above and beyond to ensure exceptional service delivery., Change can be scary process to go through but the team have brought into the new vision of the structure.
The Global Fire & Security values are Put The Customer First, Accountable Always, Work As One Team, Integrity By Nature, and Safe by Design. What do these values mean to you?
The Global Values form the heartbeat of our business and set the daily rhythm for operations. They provide our team with identity and purpose, driving our culture and behaviors.
So, as we celebrate National Customer Service Week, we want to say a huge thank you to our entire customer service team for the energy, care, and professionalism they bring to their work every day.
You truly make a difference — to our clients, our engineers, and the wider Global team.
You can learn more about The Global Way here.
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