Author: Lucy Wood

National Apprenticeship Week is a time to celebrate the incredible impact apprenticeships have on individuals, businesses, and the wider community. At The Westgrove Group, apprenticeships play a vital role in developing talent, supporting progression, and empowering colleagues to reach their full potential. This week, we’re shining a spotlight on colleagues whose journeys truly represent the value of learning while working—and one standout story is that of Ben Jaggers.

Ben’s development through multiple roles, his success in achieving a Distinction in his Level 3 apprenticeship, and his ongoing commitment to personal growth reflect exactly what National Apprenticeship Week is all about: creating opportunities, building confidence, and shaping future leaders. His journey shows how the right support, combined with determination and passion, can transform a career.

Discovering a Passion for Security

Ben joined The Westgrove Group in April 2021 on a 14:00–22:00 shift at Telford Town Centre. Within just a year, he was nominated for a BSIA Award, earning Regional Winner and National Runner-Up—a remarkable early milestone.

His path into security began unexpectedly. Before Westgrove, Ben worked as a checkout operative at Wolverhampton Asda. A redundancy led to an opportunity within the security team, and it was here that Ben discovered his passion for the industry. It’s a reminder that apprenticeship journeys often begin with a single chance moment.

Building Skills and Broadening Experience

Ben spent around 18 months at Telford Town Centre before seeking to expand his knowledge by moving into Hospital Security at New Cross Hospital in January 2023. The new role offered valuable experience, but Ben soon realised that his heart was still in retail and town centre security. He returned to Telford in May 2023, rejoining the team and continuing to thrive.

Stepping Into Leadership

Ben’s ambition only grew stronger. In November 2023, he successfully applied for the Security Controller role, completing his first shift on Boxing Day. His strong work ethic and eagerness to learn all aspects of the control room quickly stood out.

By September 2024, he had progressed even further, stepping up as a stand‑in Security Team Leader. Ben proved himself to be a natural leader—calm, confident, and professional.

Driving Inclusion as an Autism Awareness Champion

Alongside his operational responsibilities, Ben also serves as an Autism Awareness Champion. Living with autism himself, he uses his experiences to support colleagues and help build a more understanding, inclusive workplace. His role highlights the value of diversity and the strength it brings to our teams.

A Standout Apprenticeship Journey

In January 2024, Ben began his Level 3 Security First Line Manager apprenticeship. Like many learners, he faced moments of frustration and self‑doubt, but he pushed through with determination and resilience.

When the time came for his end‑point assessment, Ben felt understandably nervous—yet he delivered a strong presentation and was awarded a Distinction. This achievement reflects not only his capability, but his dedication to growth and his commitment to becoming the best version of himself.

The Westgrove Group is delighted to announce the appointment of Gary Feeley as our new Operations Director for our Technical Services arm. Gary brings extensive operational experience, a passion for enhancing service delivery, and a strong track record of building successful partner relationships.

Driving Operational Efficiency and Strengthening Partnerships

Gary has joined Westgrove with a clear mission: to improve operational solutions and strengthen relationships with our existing partners. His focus is on elevating the service experience across our Technical Services portfolio and ensuring that our partners benefit from consistent, transparent, and high‑quality support.

A Vision for Growth and Innovation

In his new role, Gary is responsible for a number of key areas, including:

• Enhancing partner satisfaction through improved communication and service delivery
• Introducing our new A.I. based systems to increase transparency and reporting

Looking ahead, Gary anticipates his role evolving in line with the growth of the Technical Services arm. As the team expands, he sees himself providing additional support to existing colleagues while cultivating new talent and helping shape the future direction of the team.

Delivering Impact from Day One

Since joining Westgrove, Gary has already made significant contributions. He has:

• Revamped the operational structure of the Help Desk
• Recalibrated response times and improved technician workflow systems for partners
• Enhanced technician capability by upskilling and introducing new training opportunities

These improvements are already helping to boost efficiency, strengthen service responsiveness, and support our commitment to delivering exceptional standards across all partnerships.

Beyond the Office

Outside of work, Gary enjoys spending quality time with his family and heading out for walks with Molly, the family dog. He’s also an avid Everton supporter — something he admits brings its own highs and lows!

Gary’s energy, experience, and forward‑thinking approach make him a fantastic addition to the Westgrove leadership team. We are thrilled to have him on board and look forward to the continued growth and innovation his expertise will bring to our Technical Services offering.

As we close out the quarter, we’re incredibly proud of the outstanding nominations received through our Recognition & Reward Awards. Across our business, colleagues have been celebrated for their compassion, professionalism, teamwork, quick thinking, dedication to learning, and commitment to delivering exceptional service.

This morning, we held our quarterly R&R Teams presentation with a huge 46 screens of colleagues and teams, hosted by Claire McKinley-Smith (CEO), Glenn Wilson (Managing Director), Ryan Curry (Operations Director), James Francis (Director of Security), and Mark Allison (Head of ESG). Your engagement and support are what make these moments so special.

These nominations highlight what truly sets Westgrove apart — remarkable people who go above and beyond every day. Whether supporting vulnerable individuals, responding confidently in challenging circumstances, maintaining exceptional standards, stepping up for one another, or demonstrating impressive personal and professional growth, our colleagues continue to embody the values that define us.

Site Manager of the Quarter

Sonny – Telford Centre: – Consistently supports colleagues with exceptional care and high standards.

Team of the Quarter

Castle Quay Housekeeping Team: Maintains outstanding cleanliness and consistently delivers excellent service.

Colleague of the Quarter

Keiran – Swan Centre: Shows strong professionalism and handled a recent challenging incident calmly and effectively.

Newcomer of the Quarter

Alfie – Houndshill: Rapidly growing in confidence and skill, becoming a valued team member.

Commitment to Learning

Ben – Telford: Demonstrates impressive growth, confidence, and proactive learning.

People Award

Dianne – Four Seasons: Exceeds expectations and has become essential far beyond her initial cover role.

ESG – Social Value of the Quarter

Telford Team: Collaborated effectively to deliver strong results and service improvements.

Robbie & Karl – Cwmbran: Volunteered their time and went above expectations on a community project.

Outstanding Act of the Quarter

Wellington Team: Responded quickly and compassionately to support an unwell child.

Majid – Queens Square: Acted promptly and professionally to assist a distressed individual.

Kevin – Markethall Shrewsbury: Responded swiftly to a theft report, helping identify the suspect.

Castle Quay Security Team: Managed a medical emergency with professionalism and care.

Mo – Queens Square: Demonstrated strong leadership and compassion while supporting a distressed person.

Service Excellence of the Quarter

Kingfisher Team: Delivered excellent service during the Centre Lights Switch-On event.

Sarah Scudder: Maintains a safe, clean service yard with dedication and attention to detail.

Arcades Security Team: Responded quickly and compassionately to assist an ill customer.

Mark Driscoll: Stepped in swiftly to coordinate shopfitting, keeping work on track.

Lindsey Spears: Provides reliable, wide-ranging support that positively impacts the team.

Lil Henderson & Jennifer Baker: Deliver accurate, timely payroll across multiple sites.

Paul Britton: Remains dedicated and supportive despite personal challenges.

At Westgrove, the R&R programme is more than recognition — it’s about shining a light on the incredible achievements happening across our sites, strengthening our culture of appreciation, and celebrating the people who make a real difference.

Our Founders built Westgrove on the principle that People Come First, and this value continues to guide everything we do. It’s at the heart of our success and the reason we celebrate these moments together.

Thank you to everyone who submitted nominations and to all our colleagues for the fantastic work you do. We are proud of every one of you and look forward to another quarter of excellence.

The Westgrove Group is delighted to announce the appointment of James Francis as Director of Security, joining the Executive Team to lead the strategic development of security solutions across the business.

What will James bring to Westgrove?

James has been brought in to focus on the strategic growth and development of our security solutions, ensuring colleagues and partners have the knowledge, skills, and information to deliver the best in class in security.

As the business continues to expand, James’ role is pivotal in building strong relationships across the security sector and reinforcing the key deliverables of the Westgrove brand.

“It’s a hugely exciting opportunity to join a people-centric organisation like Westgrove, which invests in its colleagues and particularly in security professionals across the business,” says James.

Key Aspects of The Role

James is leading the delivery of our comprehensive security strategy, providing clear areas of focus and development. With the UK security industry undergoing significant change, James will help Westgrove navigate this transition successfully.

He will also act as a bridge between Westgrove and the wider security industry, sharing insights and experiences to influence positive change.

“Ultimately, my role is about helping others – providing advice, guidance, and expertise to colleagues facing varied security challenges.” James adds.

Looking Ahead

In the short term, James will focus on the implementation of Martyn’s Law (Protect Duty), legislation he strongly supports.

“Coming from an events and arenas background, I’m a big advocate for Martyn’s Law. It places more responsibility on organisations to train and develop their colleagues to keep the public safe,” he explains.

Longer term, James will support Westgrove and its partners in embracing technology and AI within day-to-day security operations.

Early Achievements

Since joining, James has already made an impact by developing Westgrove’s security strategy, outlining a Martyn’s Law roadmap, and enhancing our security audit process.

A little about James

Outside of work, James is a keen football and cricket follower, having played both sports at a high level in his younger days – even sharing the pitch with a former England captain! These days, weekends are spent watching his son play football and enjoying family time.

It’s the everyday heroes among us who make Westgrove truly exceptional. Whether responding to emergencies, showing compassion to those in distress, or quietly going the extra mile, our colleagues are the foundation of everything we stand for.

Our Reward and Recognition Scheme is more than a celebration, it’s a sincere thank you. It honours the courage, kindness, and professionalism that our teams demonstrate day in and day out. These are the moments that define us, often carried out without fanfare, simply because it’s the right thing to do.

At our latest Quarterly Teams Presentation, our Executive Team—CEO Claire McKinley Smith, Managing Director Glenn Wilson, Operations Director Ryan Curry, HR Director Harriet Oldfield, and Head of ESG Mark Allison, had the privilege of recognising individuals and teams whose actions embody our values.

From lifesaving interventions and fire response to acts of generosity, vigilance, and environmental innovation, the stories shared were deeply moving. And yet, time and again, our colleagues responded with quiet humility: “I was just doing my job.” That spirit of service is what makes them truly remarkable.

Congratulations to our Quarter 3 Reward & Recognition winners:

Colleague of the Quarter

David Edwards, Union Square – Recognised for exceptional commitment and flexibility during a challenging staffing period at Union Square.

Site Manager of the Quarter

Nathan Foster, Broadway Shopping Centre– Commended for calmly managing a serious knife-related incident shortly after joining his site. 

Team of the Quarter

Four Seasons Team – Awarded for coordinated and effective response to a fire emergency.

Highly Commended: The Oaks Team – Celebrated for teamwork, site support, and outstanding cleaning and security service.

Newcomer of the Quarter

Pete Marsland, Susan O’Neill, and Graham Bowskill, Lowry – Acknowledged for dedication and leadership during a busy contract mobilisation.

ESG Social Value

Grosvenor Macclesfield Security Team – Commended for completing a charity step challenge supporting bereaved military children.

ESG – Environmental

Darwin Shopping Centre Team – Celebrated for installing a wormery to reduce waste and promote sustainability.

Learning & Development Award

Karl Gaze, Beaumont Shopping Centre – Honoured for completing his apprenticeship with distinction while supporting site operations.

Service Excellence

Andrew Gregory, Kelsey Britton, & Maria Maskell, The Galleries – Honoured for compassionate care of a lost elderly woman at The Galleries.

David Jenkins, Cwmbran Town Centre – Nominated for consistent excellence in first aid and safety response.

Chris Semple, Beaumont Shopping Centre – Commended for preventing a theft through vigilance and proactive support.

Kevin Goss, Brian Griffiths, Hayden Graham & Liam Edwards, Market Hall Shrewsbury – Praised for embracing new technology and completing all training post-takeover.

Neil Hudson, Houndshill Shopping Centre – Honoured for proactive team support and personal development through a leadership apprenticeship.

Outstanding Act

Kingfisher Team – Acknowledged for professionalism and compassion during a traumatic incident.

Martin Beresford, Four Seasons Shopping Centre – Praised for bravely extinguishing a fire while recovering from surgery at Four Seasons Mansfield.

Daniel Flay, The Galleries – Recognised for identifying and helping recover a missing person through CCTV vigilance.

Jake Farlie, Darwin Shopping Centre – Celebrated for a personal act of kindness in replacing a child’s lost item out of his own pocket.

Colin Junior, Touchwood Shopping Centre – Recognised for helping a stranded customer pay for parking out of his own money.

Maria Furniss, The Moor – Celebrated for bravely assisting a bleeding assault victim beyond her expected duties.

Jackson Murphy, Telford Centre – Recognised for administering CPR during a medical emergency, praised by attending police.

A huge congratulations to all our winners and nominees this quarter. You continue to inspire us all. Thank you for everything you do—you are the reason we shine.

The Westgrove Group is proud to announce it has been awarded a significant new contract to deliver cleaning services across all McArthurGlen UK Designer Outlets, following a highly competitive and rigorous tender process.

The partnership marks a major milestone for Westgrove, cementing its reputation as a trusted facilities management provider with a strong track record in delivering excellence for some of the UK’s premium leading retail destinations.

Under the agreement, Westgrove will provide comprehensive cleaning services across McArthurGlen’s entire UK portfolio of designer outlets, which attract millions of visitors annually. The contract not only highlights the company’s ability to deliver consistently high standards in complex, high-footfall environments but also its commitment to ESG, innovation, and guest experience.

“We are delighted to have been awarded this prestigious contract with McArthurGlen,” said Glenn Wilson, Group Managing Director at The Westgrove Group. “This achievement reflects both the hard work of our dedicated teams and the strength of our tailored, partnership-led approach. We look forward to bringing our expertise to enhance the shopping experience at these iconic destinations.”

“McArthurGlen are delighted to partner with The Westgrove Group, as our new provider of cleaning and waste management services across our UK portfolio,” said David Jackson, UK Facilities Lead at McArthurGlen.  “Westgrove’s emphasis on team culture, sustainable initiatives and working practices, alongside their vast knowledge of shopping centres and experienced management team, aligns with McArthurGlen’s focus on guest experience across our centres. We look forward to our long-term partnership with the Westgrove Group”.

Westgrove has experienced sustained growth in recent years, expanding its service offering while maintaining its focus on quality, people, and values. The new contract further strengthens the company’s position within the retail and leisure sector.

Celebrating the Heart of Our Business – Our People

It’s our people who truly make us extraordinary. Whether it’s saving lives, preventing crime, supporting those in need, or countless other selfless acts—they are the heartbeat of everything we do.

Our Reward and Recognition Scheme is our heartfelt way of saying thank you—to honour the dedication, courage, and compassion shown by our colleagues every single day. So often, they go above and beyond without a second thought, driven by purpose and pride.

At our recent Quarterly Teams Presentation, our Executive Team—including CEO Claire McKinley Smith, Managing Director Glenn Wilson, Operations Director Ryan Curry, HR Director Harriet Oldfield, and Head of ESG Mark Allison—had the honour of presenting awards to some truly remarkable individuals and teams.

We were moved and inspired by the stories shared—acts of heroism, service excellence, and everyday brilliance. And yet, in their humility, our colleagues said they were ‘just doing their job.’ That quiet professionalism is what makes them so exceptional.

Our 2025 Quarter 2 winners are:
Team of the Quarter – Telford Centre Housekeeping Team
Site Manager of the Quarter – Sonny Stewart, Telford Centre
Colleague of the Quarter – Shaun Laffey – Royal Priors
Newcomer of the Quarter – Toby Harris – Grosvenor (Macclesfield)
Health & Safety Champion – Paul Mansell – Darwin Centre
ESG Social Value – Paul Greatrex & Scott Barry – Touchwood Shopping Centre
ESG Social Value – Touchwood Team with a special mention to Julie Deeming
ESG Social Value – Daryna Holikova – Castle Quay Shopping Centre
ESG Social Value – Sahil Baker – Teesside Park
ESG – Environmental – Susan Williams – The Galleries
ESG – Environmental – Jerzy Skrzypa – Four Seasons Shopping Centre
Outstanding Act
• Kevin Ellis – Grosvenor (Chester)
• Templars Square Security Team
• Henry Hart – Houndshill Shopping Centre
• Paul Collumbine – Houndshill Shopping Centre
• Samuel Cardwell, John Long, Dave Stone – The Galleries
• Security Officer Diaa Al Meslamani & Alison Gjoni – Castle Quay Shopping Centre
Service Excellence
• David Lipscombe – Kingfisher Shopping Centre
• Freddie Barnby – Arc Shopping Centre
• Michael Clarke – Grosvenor (Macclesfield)
• Agron Krasniqi – Broadway Shopping Centre, Bexleyheath

A huge congratulations to all our winners and nominees this quarter. You continue to inspire us all. Thank you for everything you do—you are the reason we shine.

Our people are what make us special. From saving lives and preventing crime to helping people in need and much more. Our Reward and Recognition scheme is our way of saying thank you to our Colleagues for the amazing work that they do each and every day, often going above and beyond in their role.

Our Executive Team including CEO Claire McKinley Smith, Managing Director Glenn Wilson, Technical Services Director Paul Booth, HR Director Harriet Oldfield, Head of ESG Mark Allison and Head of Health, Safety & Compliance Angela Crawford were pleased to present our colleagues and teams with their awards in our Quarterly Teams Presentation.  We had a record-breaking number of nominations and 36 screens worth of people on the online Presentation!

We were humbled by our colleagues and how they spoke of their outstanding acts and service excellence, stating that they were ‘just doing their job’!  It was amazing to see award winners from all aspects of the business; cleaning, security and maintenance as well as Head Office and site-based colleagues.

Well done to all our winners and everyone who has been nominated for an award this quarter – you are all amazing!

Our 2025 Quarter 1 winners are:

Team of the Quarter – The Moor

Site Manager of the Quarter – Jamie Gilbert – Lion Yard

Colleague of the Quarter – Daryl Wiltshire, Cwmbran Town Centre

Colleague of the Quarter (Head Office) – Tanya Baker

Newcomer of the Quarter – Andy Williams – Darwin Shopping Centre

Health & Safety Champion – David Field – Ryemarket Shopping Centre

ESG Social Value – Security & Cleaning Team – Spindles Town Square

ESG – Environmental – Peter Bouttell – Teesside Park

Outstanding Act

• Jane Gerrard – Spindles Town Square
• Cwmbran Security Team – Cwmbran Town Centre
• Castle Quay Team
• Asa Abraham – Queens Square Shopping Centre

Service Excellence

• Maria Brett & Dawn Smith – Swan Centre
• Nick Moss & Paul Barton – Grosvenor Macclesfield
• Nicola Greatrex – Touchwood Shopping Centre
• Gary Lucas – The Galleries
• Liam Price – Morgan Quarter
• Leander O’Dell – Kingfisher Shopping Centre
• Paul Clarke – Kingfisher Shopping Centre
• Nathan Claridge – Four Seasons Shopping Centre