Network 6 invites Yvonne Taylor for a Q & A

Yvonne Taylor, our Global Head of Cleaning has a Q&A with Network 6 FM magazine on her experience and advice for those who choose a career in the FM Industry.

Tell us about you and your current role.

I have been married to my amazing husband Robert for 26 years, we have one wonderful son Richard and one grandson, the apple of our eye, Avery James. After suffering a major heart attack in November 2017, Rob and I decided that life was for living and that our retirement dream of owning our own Narrowboat needed to happen straight away.

We placed our order for a shell in October 2018 from Aintree boats, after having her engine fitted at Concept Boats she went in to the water December 22nd 2018.

It took Rob 15 Months of weekends working to fully fit her out (no mean feat single handed). We now enjoy as much time as possible on the boat, doing 4 miles an hour and watching the world go by. However, we also own and love our motorbike, so we sometimes go a bit faster than 4 miles per hour!

I have worked in FM since 1995, my current role is amazing. as far as I am concerned, I have the best job in the world!

I am responsible for the cleaning strategy across the UK, Ireland, Middle East and APAC. This covers our service delivery model including our methodology. Technical response, innovation and technology, training, ESG, risk mitigation and due-diligence and compliance.

The standard in which we deliver is the same no matter which country we operate in. By using global supply partners where possible or by using in country SMEs to provide the same process, procedure, and service results. Communication lines are delivered in the same way. We have a category board in each country testing, trialling, and evaluating new processes, procedures, equipment, materials innovation and technology in real world scenarios.

We have rolled out the award-winning OCS IMPACT Training Programme to UK. Ireland, Middle East, Malaysia and are currently Implementing the rollout strategy to India, Thailand with a view to roll out to New Zealand and Australia in the New Year.

Every month we deliver a Knowledge Sharing Event which is open to all in country Senior Leadership Teams. Operations, Business Development, Finance, HR and HSQE to ensure all parts of the business understand and are fully Informed of our service delivery model.

The cleaning service has its own Global Knowledge Centre which is a live centre with all relevant information and documents that are required to run a cleaning contract including SOP's, RAMS and Policy Framework.

What inspired you to take your career path?

Unfortunately, it was not inspired, but more out of necessity. I was made redundant 6 months after buying my first house, so a Job was what I needed. I took on a role as a pot washer/cleaner where my passion for cleaning was born.

However, working for a global leading catering company my route to my current role, took many upwards and sideway moves. Firstly, through the catering ranks to Head of Catering before changing divisions and moving into the Healthcare arena. Then changing roles from a Contract Manager on a catering contract to Regional Operations Manager responsible for £20m. 900 staff and covering Cleaning, Security, Portering, Helpdesk, Switchboard, Grounds and Catering.

In 2007, I was made redundant once again after 13 years. I took on a role to mobilise a new PFI hospital still in construction stage. After 6 months I took a sideways move to support the companies vision of having Heads of Service.

I created and supported the creation of their service delivery models, Once created., I move into the position of Head of Soft Services for the Healthcare and Education sector. I loved my role, however I was getting pigeonholed into Healthcare and Education when the other FM sectors where changing, evolving and moving at a fast pace. So I took a risk and took a solutions specialist role, using my operational knowledge to create service deliver models for new bids across all sectors covering: labour loading, equipment and material requirements, progress mapping, SLA's and KPl's.

The risk paid off and in 2015 I got the chance to apply for the role of Head of Standards and Solutions Cleaning at OCS Group. I was successful and stayed in this role until a restructure in May 2016. I then became the Head of Cleaning UK.  This changed to Head of Cleaning UKIME in 2017 looking after UK. Ireland, UAE. Saudi Arabia, and Qatar.

During the pandemic the work, support, guidance, Information, and my Involvement in the rewriting of the NHS SOP's enable me to support and guide our colleagues across all OCS Territories and In August 2020 I was made Global Head of Cleaning covering UK, Ireland, UAE, Saudi Arabia, Qatar, India, Thailand, Malaysia. Australia and New Zealand. My career has grown and evolved and has always been exciting, that is the beauty of FM, you can be inspired to be whatever you want.

What challenges have you faced and how did you overcome them?

There have been a lot of challenges along the way, however I can’t guarantee they have all become opportunities to me. Challenges are a chance to learn and build your knowledge and resilience.

If you were to start again, what would you do different?

I can't say I would change anything. Not even leaving school without any qualifications because it enabled me to start at the bottom, gain the real life knowledge and the skills I needed to get to where I wanted to be. Jump on every opportunity to learn and train, network like crazy and speak to inspirational people to gain yourself a mentor.

What has been your biggest mistake or greatest success in business and what did it teach you.?

I'm sure there have been a few mistakes but I see them as opportunities. Biggest success is having the support of my wonderful family which has enabled me to have an amazing career. Back in 1995, who knew where I would end up?

I did my BICSc qualifications in early 2000 and what an amazing experience (you never know

as much as you think you know) so, a huge thank you to Lynn Crowther and Denise Hanson. I went on to open the very first BICSc Centre of Excellence in Scotland in 2009, whilst at my then company. Winning a BICSc award in 2010.

My ambition was to become a BICSc council Member. I achieved that in 2018. I am also the New Chair of the Business Services Association cleaning committee a Board Director of the CSSA and in November 2021 I received my Chartered Practitioner status of the Worshipful Company of Environmental cleaners.

In 2017 I started to create an in-house training programme for OCS IMPACT, winning the IWFM

Awards for 'Innovation In Process’s/Procedure or Product 2019'.

To me these are my biggest success as they enable me to pave the way forward and get the recognition our industry deserves for the next generation of Industry experts.

Do you worry as a strong female you might intimidate men?

Not so sure about a strong female but yes, I am female!

I wouldn't like to think I intimidate people. In a work situation, if dealing with your peers and equals then hopefully they know the industry as well as you do, if they don't then you should take the opportunity to educate.

What is it like to be a female business leader in your Industry?

The cleaning world Is changing. When I started, most senior roles {from supervisor upwards) were male, that narrative is changing but there is more to do. I would like to highlight that the current chairpersons of our industry associations are spearheaded by females, BICSc, BSA the next chairperson of the BCC Is female! the current deputy warden of the WCEC is female.

My view is that as long as your industry is making positive changes and spearheading the industry future projection and embracing our young talent then that is the main thing.

Who has been the biggest Inspirations in business for you?

There have been a number of people that have inspired me to be the Senior Manager I wanted to be. Vikki Parkinson, a force of nature and Gill Rushton inspirational both from my early days 1995 to 2000 both amazing mentors.

Present day, I am inspired by the knowledge of our Industry that John Findlater has. Paul

Ashton who has pure passion for technology that will change our industry. Jim Melvin whose

drive to make cleaning seen as a professional industry and an industry that should be a clear career chose. Finally, my current boss Bob Taylor whose compassion and empathy is never wavering.

What advice would you give to someone starting out in the sector today?

My main piece of advice - grab every opportunity to learn and network, network, network! Networking enables you to meet likeminded people, gain connections to people in our industry that may be producers or distributor of products, inventors. recruitment experts. The list Is long, but always get Involved in making sure the cleaning Industry gets the recognition it deserves.

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