Market Gate Shopping Centre is the bustling heart of Lancaster and it sees a foot fall in excess of 20,000 people on busy days. “The Centre provides a unique set of challenges compared to a normal retail client”, explained Leo Devlin (Security Guarding Operations Manager) “besides the multiple entrance points to the Centre, high footfall and the number of retail units the Security Personnel are often the public facing element of the Centre. This means that besides being able to perform their primary role of providing a vigilant and effective security presence they also need a good level of local knowledge and provide as much help to shoppers as possible.”
We worked have worked closely with the Centre Manager to provide a dedicated portfolio of staff who not only have the right initial skill sets and training but also the right personality and demeanor. This means that we can provide a consistently high level of service whilst also retaining the expertise that develops within the staff pool as the working relationship develops with the client. As always we will also be implementing Mystery Customer audits and formal assessments performed by the client’s dedicated manager (in this case Leo Devlin) at regular intervals throughout the lifetime of the contract. “When working with clients besides being available and able to action solutions for any needs that they have in my experience it’s also reassuring that they see you actively working with the staff to get the very best out of them and continually seeking to improve an already excellent standard of service deliver”, said Leo.
The Centre Manger Lynn Ison said, “Market Gate Shopping Centre is delighted to be working with FGH Security, who has recently been awarded the contract for manned guarding provision within the shopping centre. FGH stepped in during a time of crisis and I have been extremely impressed with the quality of their service delivery. It was very important to me to ensure a smooth TUPE transfer of the existing long-standing team so they had confidence in the change. Leo Devlin, FGH Operations Manager, has certainly played a vital role in the whole process and I have every confidence in both Leo and the FGH support team continuing to deliver and fulfill our expectations.”