From the dizzying heights of The Shard on London’s Southbank to some of the “super-basements” which have been excavated beneath properties in districts such as Kensington and Chelsea in recent times, the UK’s nationwide repair, resurfacing and fine finishing specialist Plastic Surgeon can rightly claim to be working right across the capital; literally from top to bottom.
It was due to the rapidly rising demand for its specialized services within the M25, that the company created its newest division two years ago: taking some of the load off the long established South-east Region.
Recruitment and training have been similarly stepped up as Plastic Surgeon has been busy carrying out specialist repair work for facilities management, housebuilders and for the major home insurance companies: all of which value the company’s professionalism and accreditations as much as they do the skills of its individual Finishers.
Rather than being a franchise organization as is the model with some services, Plastic Surgeon has 139 directly employed repair specialists – or Finishers – across its seven UK regions, all of them trained in a variety of skills. Not only do they enjoy the support of a truly national and proactive business, but they also benefit from a career path: with the company operating a Finisher Passport scheme. Under this they go from the initial residential induction to receiving further on-the-job training and mentoring, to participating in additional courses which offer access to three grade levels and salary increments.
Plastic Surgeon has been awarded all the major construction accreditations, including SAFEcontractor, SMAS Worksafe, CHAS and CSCS Platinum. It has been independently assessed and awarded ISO 14001:2004, an environmental management system, and ISO 9001:2008 quality management system; while the company is also a member of Constructionline, the Cast Stone Association, BIFM and other relevant trade associations.
Plastic Surgeon not only invests in its people and official accreditations, but also in developing new repair techniques and management systems, including the industry’s most advanced repair reporting and tracking system. As a result it offers repair solutions for the widest possible selection of building substrates – including masonry, metal, glass, ceramics and plastics – while also picking up awards for its in-house developed IT systems.
Rob Mouser, Plastic Surgeon’s Managing Director, comments: “The new reporting system, developed by our in-house team of software experts, allows our customers to track their repair jobs in the same way that you can track a parcel delivery. Customers log in, rather than having to phone our national Call Centre or wait for us to answer an email, and see how long it took for us to get a job booked in with one of our Finisher teams, the time of day when it will be carried out, and by who.
“Then, as we’ve equipped all of our Finishers with iPhone 5Cs with cameras, customers can view before and after images of any repair job, as well as all associated paper-work in downloadable format.”
As a result of its comprehensive service offering, together with continuing investment in its staff and systems, Plastic Surgeon is seeing its customer base expanding steadily, while all involved are working hard to exceed results for 2014 which saw revenue 60% up from the low point of the economic recession.