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Background
CastleCourt, Northern Ireland’s third largest shopping centre, is a family friendly shopping centre in Belfast and has approximately 16 million visits a year to over 80 retail stores including cafes and coffee shops. The centre also hosts city centre car parking.
Challenge
CastleCourt Shopping Centre required a security solution that would reflect the customer-focussed ethos whilst projecting a clear message to opportunist criminals. CastleCourt wished to centralise their security operation, which included both physical security and control room operators, along with their customer service operation to allow the two teams to work together to ensure a high quality service. Mercury designed a methodology to deliver a security solution that would protect the centre whilst also providing first class customer service to all customers.
Mercury’s Solution
Mercury Security and Facilities Management conducted a full Health & Safety survey and risk assessment of the entire complex. We reviewed the existing Health & Safety policies and managed the transition from their incumbent security provider. All officers deployed on the centre underwent extensive training to ensure the highest quality of guards were implemented. Furthermore, Mercury agreed KPIs with the centre to improve all areas of security and customer service. Additionally, Mercury introduced new technology into the centre, including body-cams for security officers.
