Although COVID brought a lot of uncertainty to everyone’s life, one thing is certain, it made us stop, think, and appreciate the interaction with others. At Gunwharf Quays it undoubtedly brought us together establishing wonderful collaboration between our teams. It highlighted the passion and talent that we are lucky to have here. We nurtured our innovative and committed team by empowering them to grow, develop and educate others. We have developed completely new in-house training programmes. Dominic, our security Supervisor who struggled with mental health, had a particularly tough time during the lockdown and decided to educate himself in that subject. As a result he has developed a Mental Health First Aid Awareness Training and delivered it to his colleagues across all departments. The training has supported the team in their personal lives, and has also allowed them to deliver better customer service to our guests.

 Another area that our security team is passionate about is the protection of our Brand Partner’s assets. From their experience and research they have developed very detailed loss prevention and fraud training package that is now being delivered to our Brand Partners in their stores. The feedback from the Store Managers has been very positive. Seeing an increase in vigilance has deterred thefts and is proving the training is effective. Partners are more alert to suspicious behaviours. Another area where our team are exceptional, is customer service. Our team are very passionate about delivering an extraordinary experience to anyone who visits Gunwharf Quays. Whether it be a guest, supplier, Brand Partner ,or a colleague, they will always be made to feel welcome and well looked after. This is supported by our Mystery Shopping Reports, scoring on average over 90%, supported by excellent feedback from guests, visitors, and local stakeholders.


“The work that Gunwharf Quays have performed in working tirelessly to set up new models of working has ensured that businesses have been able to trade safely throughout the pandemic. The security team have been at the forefront of this managing the new systems and ensuring that those coming onto the site can do safely

PC Rackham