Training security officers has always been a unique challenge. The work is high risk, requires quick decision-making, and often takes place in fast-paced environments like retail stores. For TSS, part of the wider SSUK group (alongside G4S and Allied Universal), traditional training approaches were struggling to keep officers engaged and compliant.
Geoff Young, Head of Learning & Development at SSUK, explains:
“We had a large LMS in place, but completion rates were low. Officers would often click through content without truly engaging, and when we validated learning on the ground, some couldn’t recall what they’d supposedly completed.”
Faced with this gap between compliance and real learning, TSS sought a solution that would combine the accessibility of e-learning with the engagement of face-to-face training. That’s where Reelyze came in.
Before adopting Reelyze, average course completion rates on the LMS hovered around 40–60%, even after heavy internal pushes. Since switching, results have transformed:
“We’re no longer making excuses for poor completion rates. With Reelyze, we get it done.” – Geoff Young
One of the most significant improvements has been speed. Creating and launching a new course on the old LMS could take up to 4 weeks. With Reelyze, TSS turned around a critical fire safety update for 400 officers in just 2 days.
This agility ensures officers are always equipped with up-to-date knowledge on emerging risks, from handling shoplifting incidents to understanding policies around guide dogs in retail stores.
Security officers are often deskless, and Reelyze’s mobile-first, conversational learning format has been key to increasing engagement. Officers can complete training in 30–40 minutes via WhatsApp-style conversations, rather than sitting through 4-hour modules.
The addition of Eve, Reelyze’s AI assistant, has also been a game-changer. Officers can ask context-specific questions, such as policy around protective equipment or dealing with service animals, and receive instant answers, tailored to TSS’s own procedures. This direct access to company-specific knowledge has even helped reduce incidents on the shop floor.
The benefits of adopting Reelyze go beyond compliance and convenience:
As Geoff puts it:
“In this industry, effective training can literally save lives. Reelyze gives our officers the knowledge they need, when they need it.”
The TSS L&D team is now building on this success, investing in dedicated content creators and experimenting with new formats like short-form video reels. Geoff’s vision is bold:
“I want Reelyze to be like Facebook for guards – something they check every day because it’s engaging, relevant, and essential.”
With a clear plan for the next 12 months, TSS sees Reelyze not just as a training tool, but as a platform to reshape how frontline security officers across the UK learn, engage, and stay safe.
