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Case study: NSL

Core tasks
  • Act as Construction Design and Management Coordinator (CDM-C) for the refurbishment of newly acquired premises
  • Liaise effectively with the new landlord
  • Manage the relocation of staff and office equipment into the refurbished call centre
  • Ensure compliance of the finished premises
  • Help produce a business continuity plan
The context

NSL’s former accommodation was becoming too small and fragmented for the needs of its mission-critical, multi-disciplinary call centre. Ideal new offices were located but these required complete refurbishment to meet the company’s objectives. NSL tasked Ray with securing buy-in for the move from key stakeholders, monitoring the refurbishment, managing the relocation, ensuring FCA and ISO compliance as well as supporting the production of a continuity plan.


The project

Following his feasibility study and Board presentation, Ray created a Project Initiation Document to guide this challenging process. As CDM-C, Ray worked with all parties to allay any fears and concerns about the move and meet everyone’s requirements. Indeed, Ray managed the complete refurbishment and relocation process without any disruption to NSL’s service. He ensured that this much improved working environment was fully FCA and ISO compliant and produced a Welcome Pack giving employees all the key information they needed on the new premises’ layout, facilities and emergency procedures.

To help protect the future of this thriving business, Ray also worked with an NSL Team Manager to devise a comprehensive business continuity plan, which included increasing the resilience of the company’s voice and data communications.


Safe, sound and set for the future

Ray’s extensive project management skillset allowed NSL the flexibility of appointing him to additional roles as the schedule progressed, always safe in the knowledge that he could deliver. And deliver he did: Trevor Taylor, NSL’s Account Director, was delighted with Ray’s work which saw the NSL team make a smooth, safe and compliant transition into their excellent new facilities. Add to this the additional benefits of a professional and proactive project manager, and NSL can continue its excellent work knowing that it’s future continuity is protected.

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