Service to the Customer – James Durham – Market Place, Bolton
James went above the call of duty to help the Centre out in a very difficult situation. Without James’s knowledge the centre would have had problems with their fire alarm system. James has excellent knowledge of Computers so when the Fire System PC failed, he was able to offer some advice, even to the engineer. Luckily the site had a spare computer and James advised that the best option would be to change the hard drive which was not only quicker than what the engineer had originally advised but also allowed the site to utilise the old PC without cost . The Fire Panel was fixed and was back up & running. He was even happy to stay after his shift had ended to ensure that everything carried on running as it should have. Big thanks to James & his assistance.
Pictured; James receiving his award from Claire McKinley-Smith, Westgrove Group Managing Director (left) and Centre Manager Nikki Wilson-Cook (centre) and team.
Colleague of the Quarter – Toni Price – Princes Quay, Hull
Toni has received a special commendation from the centres Management Team for her customer service skills. Toni consistently demonstrates how to go the extra mile for every customer she encounters by displaying a proactive attitude, as she will be looking for people she can help instead of the customer seeking her out. Toni showed amazing patience and understanding by spending time with a gentleman who had dementia. She altered her patrol route to walk around the centre with the gent which ensured his safety as well as making him feel valued & supported. Toni is a great influence to the team and as a whole, her Manager Jodi Hitchins feels she has enabled the rest of the team to improve their customer service skills.
Pictured L-R: Jane Williams (Westgrove), Claire Suggitt (Centre Manager), Toni Price and Claire McKinley Smith (Westgrove).
Team of the Quarter – Handforth Dean
Handforth Dean received four nominations in total this quarter for various excellent examples of teamwork & individual commendation. We have taken all of these nominations into consideration and have decided to award Handforth Dean with Team of the Quarter.
Just to give you some examples of the nominations; Tony Millington, Security Officer volunteered earlier on in the year to become a Dementia Friends Champion at Handforth Dean. A world apart from security work, Tony committed himself to a new and difference learning experience. Working in partnership with another contractor, Tony co-ordinated the strategy for rolling out awareness for Westgrove. Handforth Dean is now officially a local member of the Cheshire East Dementia Action Alliance. These developments have been thanks to Tony’s volunteering, drive and commitment.
In addition to this, back in September two traveller camps who had been outlying car park areas at Handforth Dean disbanded and left site. The waste that was left behind was an environmental hazard and risk to all at the centre. Scott Hazlehurst, Dual Service Supervisor, embarked on the daunting tasks of cleaning up the mess left behind which was not a pleasant task!
Pictured L-R; Scott Hazlehurst, Alan Wright (Centre Manager), Jack Gill, Tony Millington, Adrian White and Iain Young
Service Excellence Award – Grosvenor Cleaning, Security & Car Park Team
Grosvenor Cleaning, Security & Car Park team, were nominated for their invaluable efforts over the last few months during a redevelopment process. Dave Ferris, Dual Services Manager and his team have shown huge commitment to the site over the last few months during a challenging time. Via Dave’s management, the team have pulled together committing long hours, hard work & dedication. Security officers have helped cleaners and cleaners have helped the car park operatives.
Each colleague has come in early or worked late to ensure the site is secure and clean before and after trading hours. This demonstrates great team ethos and dedication to both Grosvenor & Westgrove .
Service Excellence Award – Kevin Greenwood – Spindles Shopping Centre, Oldham
Kevin was on duty at Spindles in the control room and whilst monitoring the CCTV system he noticed three males acting suspiciously. Kevin continued to monitor the males at the same time he alerted the council security control room of their location and requested they be monitored. A few moments later another male walked past the three males identified earlier and followed him out of camera view. Kevin’s instinct told him this male was in trouble and phoned the police and directed them appropriately.
The three males were eventually apprehended by the police and it transpired that they had viciously assaulted the other male breaking his jaw, ribs and stole his mobile phone. If it wasn’t for Kevin’s actions, the men could have got away with the assault or the situation could have become fatal.
Service Excellence Award – Gareth Weston – Spindles Shopping Centre, Oldham
The Security team at Spindles were alerted by the police that a serial sex offender was at large in the vicinity of the town centre of Oldham. He was responsible for three separate sexual assaults over the weekend and had previous convictions. The police requested copies of centre CCTV evidence & asked for the assistance of the security team in case he entered the centre. At 12.00 the same day, Gareth Weston, Security Officer, sighted the male walking through the mall and alerted the control room who monitored the male until the police attended. Gareth waited until approaching a corridor to appropriately detain the male. Gareth’s true diligence on the day may have prevented any other members of the public being sexually assaulted and this is an outstanding act that should be commended.
Service Excellence – Haymarket Cleaning & Security Team, Leicester
The Haymarket Shopping Centre experienced a full fire evacuation including 60 units and 500+ members of the public and tenants due to a car fire in the car park. The team managed to evacuate the entire centre and surrounding premises in under seven minutes with no onsite management at the time. Notably the evacuation procedure was a new system and had only been implemented two days previous. The team had only encountered a presentation and two practice sessions before it was used in a live event so to achieve the results they did in such a short amount of time is outstanding. All members of staff stayed late until the event had fully finished and to organise following operations. They managed to re-open the centre to full trading capacity by 07.30 the following day.