Information helpdesk; Mall patrol; CCTV monitoring;
Car park patrol.
What was the client looking for?
Midsummer Place wanted a security provider that was not only focused on keeping its visitors safe and secure, but could also provide high quality officers who could deliver excellent customer service. Our proven track record in this sector meant that Midsummer Place chose MITIE.
How did MITIE help?
We offered peace of mind to Midsummer Place. Our national infrastructure of local branches meant that they knew management support was close by to take a hands on approach to the contract. We guaranteed that they would have relief officers trained on the contract to ensure that there was the required cover at all times, and that everyone in the Midsummer Place team had the skills to offer a concierge service to visitors.
Previously, the helpdesk in the mall was manned by numerous officers on shift, but we recognised that we could increase customer service to visitors by providing and training a dedicated person to man the desk.
A dedicated team providing outstanding customer service. After a mystery shopping exercise was carried out the helpdesk officer scored an overall score of 94%. We continue to provide management support to the client and have an excellent working relationship. Our officers work well alongside the retailer’s security staff in making Midsummer Place one of the premier shopping destinations in the UK.
Morale on site is high and turnover of people extremely low. We have motivated and happy teams and most importantly a happy customer.