Gunwharf outsources customer relations

Published:  05 January, 2015

Mitie wins contract with Land Securities to enhance the customer shopping experience

Portsmouth’s premium retail outlet, Gunwharf Quays, has awarded Mitie Client Services the contract to manage its on-site guest relations team.

The premium shopping outlet, which is home to 90 premium retail outlet stores and 30 bars and restaurants, wanted to create a totally fresh approach to the guest experience through partnering with an expert in delivering exceptional customer service. Gunwharf Quays was also keen to work with a team with prior knowledge of the retail sector and delivering a premium brand experience.

Working from a highly visible, newly-built glass suite in the centre, the guest relations team of nine will be accessible to the 8 million visitors per year visiting Gunwharf Quays. The team will transform the traditional retail guest services experience through creating a concierge service proactively engaging with shoppers and helping with restaurant recommendations, travel information, directions, gift vouchers and other ad hoc enquiries.

David Howorth, managing director for Mitie Client Services, said: “This is an exciting retail expansion, establishing us further in this hugely important sector, and with the opportunity to create a very different concept. Having worked with the highly regarded One New Change retail centre in the heart of the City of London for over three years, we know our approach will bring a real edge to Gunwharf Quays. Our team will enhance the visitors’ shopping experience through engagement and help drive brand value through creating exceptional, memorable experiences...one guest at a time.”

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