OUTSTANDING CUSTOMER CARE

When nine JLL Shopping Centres needed a new security process delivered, G4S were called in and set course for an enhanced customer care security solution, that would step up to the challenge.  

retail, security

The focus

  • Provide better support to visitors, staff stakeholders
  • Achieve zero harm by reducing H&S risk on labour intensity
  • Upskill staff & reduce excessive hours
  • Improve leadership
  • Ensure a higher percentage of hours on the shop floor
  • Deliver cost savings where possible
  • Improve pay rate & staff retention

the Solution

  • Deliver customer care training, including training with the Samaritans, Dementia Friends, Lost Children, Shop Mobility & local Police
  • Provide bespoke risk consultancy training for greater situational awareness on terrorism
  • Ensure strong customer focus with the launch of ‘Customer Care Agents’
  • Enable pay increases to match/exceed geographical locations
  • Set out incentive schemes, to motivate and increase staff retention

The Benefits

  • Improved visitor experience & care
  • Safer visitor, staff and stakeholder environment
  • Customer Care Agents able to assist with more tasks
  • Reducing a 27% employee turnover rate down to 9%
  • 100% of sites seen dramatic improvements
  • 35% of staff received promotions after training
  • Created a culture to share innovative solution ideas to combat threats, with forums across the country
  • Delivered higher percentage of hours on shop floor
  • 90% of sites saw cost savings
^