UK first for Trafford Centre's "Golden" team

THE Trafford Centre has become the first shopping centre in the UK to earn the prestigious Investors in People Gold award, bosses announced today. (SEE hi-res image below)

Gold recognition puts The Trafford Centre in the top 1% of UK companies working with the framework - and comes just months after the Centre celebrated winning the Silver award. Gordon McKinnon, director of operations at The Trafford Centre, said: "Our key aim here at The Trafford Centre is to provide world-class customer service. To achieve that, we need a workforce which feels valued and inspired to be amongst the best in the world at what they do. Benefits "Reaching that level is not easy, but comes with a host of business benefits. So we established an improved 'customer service' awards scheme for our staff, to recognise their achievements on the coal-face of the business. “Next, we improved our health and well being benefits package - so we can offer our staff on-site treatments, gym facilities and face-to-face counselling services. "These benefits improve staff morale, and show our people how much they are valued - which has allowed our customer service standards to rise to be amongst the very best in the UK shopping sector." The Trafford Centre first achieved Investors in People in 1999, and the Centre celebrated in 2009 with Silver recognition. Since then, the management at the 400-staff centre has made even more improvements in their bid to reach Gold. Benchmark A new system of "team talks" was devised which asked staff for their suggestions to improve the way the Centre was managed. This meant that employee engagement was enhanced, and that took the Centre a step nearer to Gold. The Investors in People review pointed out how it was vital to benchmark the Centre's own standards with those across the industry, to compare themselves with other shopping destinations. "When we did this," explains McKinnon, "we discovered that our benefits package is far superior in terms of the range of things we offer our staff. And now we can monitor that position moving forwards, so we are able to stay true to our motto to remain ‘Always Ahead’." To aspire to the ultimate goal of achieving a gold award The Trafford Centre focussed specifically on reward and recognition strategies, benchmarking activity and people engagement. The assessors identified that in response to the processes introduced some clear business benefits were emerging and that people’s awareness and involvement of business strategy had increased as a result 'High performing' 'At the presentation of the award this week, Colin Jones of Investors in People said: “The Government are wanting all organisations to become high performing workplaces – they should come and look at The Trafford Centre to see how it’s done! Clive Memmott, Chief Executive of Greater Manchester Chamber of Commerce, said: “I congratulate the Trafford Centre and its staff on gaining the Investors in People Gold Award. “The Chamber has a long involvement with Investors in People and is a passionate advocate of the scheme and the sharp focus this gives to business to involve and develop its people. “Investing in your workforce is key to the success of a business, particularly when economic conditions are tough. Having a skilled motivated workforce is the difference between a business which stagnates and one which expands and prospers. The sustained success of the Trafford Centre is a powerful testament to this.” ENDS NOTES TO THE EDITOR About Investors in People Investors in People offers a practical, flexible and easy to use tool for improving business performance and competitiveness through good practice in people management. An organisation that has achieved Investors in People has been successful in adopting and maintaining its three fundamental principles: Plan - developing strategies to improve the performance of the organisation, from business goals to leadership strategies; Do - implementing those strategies, taking action to improve the performance of the organisation; Review - evaluating and adjusting those strategies, measuring their impact on the performance of the organisation. From 1 April 2010, the UK Commission for Employment and Skills assumed strategic responsibility for the Investors in People framework and brand. The Investors in People framework is delivered by a partner network: In England, the network of Investors in People Centres. In Scotland, Scottish Enterprise (SE) or Highlands and Islands Enterprise (HIE). In Wales, the Business Skills Delivery Team at the Department for Education, Lifelong Learning and Skills, Welsh Assembly Government. In Northern Ireland, the Department for Employment of Learning. Investors in People North West is the licensed regional Centre, offering advisory and assessment services relating to the framework. For more information on Investors in People please visit www.investorsinpeople.co.uk or visit Investors in People North West via www.i-dg.co.uk About The Trafford Centre * The Trafford Centre Ltd is the company which runs The Trafford Centre, and has an approximate staff of 400 people. * The largest department in the Centre is Environmental Services, with more than 160 staff. The smallest department is Building Services, with less then a dozen staff. All staff are considered to be customer service professionals first and foremost. * The Centre opened in 1998 and was first awarded Investors in People three years later. * FOR images of the IIP Gold presentation event at The Trafford Centre, please email the Press Office at: jwebb@traffordcentre.co.uk