Register
                                (photo: Axis Group)
14.06.2018, 16:15

Multi-service Mercury Shopping Centre Contract

Company News, Front-of-House/Security, Contract Awards, EMEA
The Mercury Shopping Centre in Romford has selected two Axis Group companies, Axis Security and Axis Cleaning and Support Services, to deliver an integrated cleaning and security service.

 

The Mercury is spread over three floors, and includes a Bingo hall, cinema and approximately 45 retail outlets and eateries.

 

The contract includes a total of 11 security officers, 12 cleaning staff and three supervisors, with security providing a total of 540 hours per week and cleaning 390 hours to cover the entire estate. All employees were transferred across to Axis employment under TUPE.

 

Spencer Hawken, Centre Manager, The Mercury, says as a progressive, environmentally-conscious and customer-centric shopping centre, it was crucial the company delivering the cleaning and security contract understood that a dynamic, multi-skilled service was essential:

 

“We recently installed an electric generating floor, the first of its kind globally in a shopping centre, with the aim to power a customer service, such as a mobile phone charging station or as a marketing tool, e.g. creating a lighting schematic designed by a local artist.

 

“Our launch also contained a charity initiative where we used a stepping machine to generate one million steps over the course of one week. Security officers manned the machine 24/7 and both cleaning and security officers drummed up enthusiasm across the centre,” he explains.

 

For every thousand steps generated, the McDonalds branch at Mercury Shopping Centre donated to First Step, a charity that looks after pre-school children with disabilities. This falls outside what many would consider traditional security and cleaning duties, but it is typical of the sort of service required.”

 

Axis will be delivering customer service training as part of the contract, which was another key driver in the decision to select Axis:

 

“Our aim is to provide exceptional customer service to everyone who visits the centre,” says Spencer. “For example we turn off music every Tuesday to create an environment that is more comfortable for those living with Dementia and Autism. It is therefore important that all employees are trained in supporting people with different needs, in addition to more general customer service.”

 

Axis Group’s employee benefits were also important: “Salaries, training and progression opportunities are all key to ensuring an engaged and happy workforce. We encourage our staff to use their skills in different ways, and Axis supports this in its employee programme providing staff access to a whole host of financial, charitable and social initiatives. Its newsletter was evidence that these initiatives are very much underway and available to employees now.” 

 

In a competitive tender where there was very little differentiation in price, Spencer says they had to look at the package as a whole:

 

“Working with Axis over the last couple of months, we have experienced a knowledgeable and friendly management team who understand our requirements without our having to explain details. It sounds like a cliché, but on our first mobilisation meeting it was obvious to us that they knew how to deliver the customer-centric service that we require.”

 

 

Axis Group

About Axis Group

The Axis aim is to consistently deliver outstanding levels of service to each and every customer through teamwork, transparency and innovation. The Axis Group provides high quality facility services to discerning clients from a variety of sectors. Whilst our core expertise lies in the delivery of security, cleaning services, and reception management. Our success is undoubtedly built around our ability to listen to our clients needs and to produce tailored solutions that hit the mark every time. Our Management Teams are knowledgeable, professional and approachable and their aim is to build open, honest and ultimately long lasting relationships with our clients. This is achieved by developing an understanding of both business needs and cultures and delivering quality services that add value, innovation and continuous improvement. Visit us at www.axis-groupservices.co.uk

Article rating:

vote data

 (photo: Rentokil Initial plc)
News Editor  - 01.03.2018, 08:30

Strong Growth from Rentokil Initial

FTSE 100 business services group Rentokil Initial has announced revenue growth of 14.5 per cent and on-going operating profits of 14.8 per cent in preliminary results for the year ended 31 December...

(Photograph courtesy of Tookapic). (photo: )
Marissa Francis  - 05.03.2018, 17:13

The Definition of 'Clever'

Marissa Francis, Heating Ventilation and Air Conditioning (HVAC) Improver with ABM UK, explains why university isn't the only route into facilities management.

New chargepoint installation at Southampton Airport. (photo: Southampton Airport)
AGS Airports  - 26.03.2018, 11:30

Southampton Airport Adds EV Chargepoints

Southampton Airport is helping power the growing number of electric vehicle (EV) drivers on UK roads with the installation of seven new Pod Point 7kW chargepoints in its short stay and priority...

(Photograph courtesy of Tookapic). (photo: )
Marissa Francis  - 05.03.2018, 17:13

The Definition of 'Clever'

Marissa Francis, Heating Ventilation and Air Conditioning (HVAC) Improver with ABM UK, explains why university isn't the only route into facilities management.

New chargepoint installation at Southampton Airport. (photo: Southampton Airport)
AGS Airports  - 26.03.2018, 11:30

Southampton Airport Adds EV Chargepoints

Southampton Airport is helping power the growing number of electric vehicle (EV) drivers on UK roads with the installation of seven new Pod Point 7kW chargepoints in its short stay and priority...

 (photo: Tipi Ltd/The John Lewis Partnership)
Quintain Ltd  - 20.08.2018, 23:36

New Build to Rent Interiors Collections

Quintain's retail homes brand Tipi has partnered with John Lewis to create exclusive interiors collections - the retailer's first for the UK's Build to Rent sector.