Mercury Security & Facilities Management


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Case Study: Castle Court

Integrated Security Solution

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.

Benefits

CastleCourt are confident they have a dedicated local security company which will ensure they are safe and secure and a customer service team that projects a warm and welcoming feel to all visitors.

“We pride ourselves on excellent standards of security & we have maintained over the years and we are confident that Mercury Security and Facilities Management will continue to enhance that going forward. Ours is very much a customer focussed security operation so we are delighted to work in partnership with a premier local security company which has an in-depth knowledge of local issues and, more importantly, how to address those issues.

Stewart McConnell—Security Manager, CastleCourt Shopping Centre

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