Serco Leisure “Serco Leisure has a long-standing, mutually beneficial relationship with Royal Life Saving Society (RLSS UK) and its awarding body IQL UK. Within the last 9 months, with the help of Keith Osborne, Commercial Manager of IQL UK and his team, we’ve developed an industry best-practice template, which we’re using to speed up and improve assessment of our lifeguards and maintain the high quality of our Water Safety Management. Working alongside Keith, we’ve introduced a ‘mystery shopper’ initiative, whereby unannounced IQL UK trainers visit our sites and assess our lifeguards using the template we’ve jointly developed. The scores from these visits have been very encouraging, and the story behind the initiative has already garnered positive PR for Serco Leisure. With IQL UK’s help, we’ll be making these mystery visits an annual element of our ongoing quest for the best Water Safety Management in the leisure industry.” Karl Jones, Health, Safety & Quality Manager at Serco Leisure. Click here to visit the Serco Leisure centre website.