Tag Archives: First Direct Arena

World Class Service audits commend Showsec personnel’s customer service skills

Event security specialist Showsec has received acclaim after achieving exceptionally high scores for customer service at three major arenas. The company is commended for its high levels of service at the Phones 4U Arena in Manchester, the Motorpoint Arena in Sheffield and the First Direct Arena in Leeds following audits conducted by World Class Service.

Showsec staff at the Phones 4U Arena led the way with an audit score of 94%, closely followed by the team at the Motorpoint Arena (93%) and employees seconded to the First Direct Arena (92%).

The World Class Service on site audits, which were commissioned by Showsec, highlighted a significant improvement in performance at all three arenas. “This is a fantastic set of results and great credit to all those involved in delivering our service,” said Alan Wallace, Showsec’s regional manager. “We’re constantly looking at ways in which we can raise standards and these audits provide a crucial benchmark in helping to measure progress.”

Wallace added: “The 2013 audits identified a need to make improvements to certain aspects of our service and I’m delighted with the progress that has been achieved since then.”

World Class Service works with venues and organisations to help drive standards of service and enhance the customer experience. The company conducts a ‘secret shopper’ assessment of arenas focusing primarily on three key areas: behaviours, processes and environment.

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

The Motorpoint Arena in Sheffield where Showsec provides security and stewarding solutions

Recruiting staff with the right attitude

“The Showsec staff in all three venues were wonderful,” said Tracy Waddacor, managing director of World Class Service. “The company has obviously put a lot of hard work into getting the right mix. Recruiting staff with the right attitude is vital and, on the whole, everyone we encountered was helpful, considerate and professional when dealing with customers.”

Wallace praised the operations executives who’ve been at the forefront of the improvements which have been made at all three arenas, namely Tom Bailey at the Phones 4U Arena, Craig Bennett at the Motorpoint Arena and Sam Hodkin at the First Direct Arena.

“Their dedication to service has been the driving force behind this uplift in performance,” commented Wallace. “It’s very clear they’ve had a strong influence on how all members of the teams perform at ground level which in itself is highly commendable.”

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Showsec helps put Leeds’ First Direct Arena on the venue map

Event and venue security specialist Showsec has been acclaimed for its part in helping to establish the First Direct Arena in Leeds as a friendly, customer-focused venue.

The 13,000-capacity First Direct Arena recently celebrated its first birthday when Jake Bugg performed his unique blend of indie rock and folk to a capacity crowd. It was a special occasion which also marked a celebration of the 25th Anniversary of the venue’s sponsor, the Leeds-based bank First Direct.

From the outset, Showsec was contracted by SMG Europe to provide its specialist services for the First Direct Arena and has undoubtedly made an important contribution to many memorable events (among them the hosting of the BBC’s annual Sports Personality of the Year Awards ceremony).

First Direct Arena general manager Ben Williams commented: “During the launch year of the First Direct Arena, SMG has relied upon the scale, expertise and professionalism delivered by Showsec. As a company, Showsec has not only embraced but also pro-actively committed to the venue’s vision for putting the customer at the heart of everything we do. The First Direct Arena has quickly established a reputation for being a friendly, customer-focused environment for event-goers and Showsec has contributed significantly towards that achievement.”

The First Direct Arena in Leeds

The First Direct Arena in Leeds

Williams added: “We look forward to working closely with Showsec and continuing to improve our service provision for customers and artists over the coming years.”

International artists in the spotlight

As well as the anniversary event featuring Jake Bugg, the First Direct Arena has played host to many other international artists including Elton John, Bruce Springsteen, Prince, Kasabian, Michael Buble, Miley Cyrus, Ed Sheeran and The Kaiser Chiefs.

For its part, Showsec has worked closely with SMG Europe and the Arena’s management team to provide a customer-focused service. With Sam Hodkin now operating as the Arena’s head of security, Showsec has developed a strong team of experienced supervisors, Security Industry Authority-licensed professionals and stewards to help the venue enhance its reputation for top class entertainment.

“The emphasis has been on ensuring that the experience for all visitors to the First Direct Arena is the very best it can be,” explained Julian Kumah, Showsec’s area manager for Yorkshire. “The fact that we’ve been able to deliver that level of service is due to the tremendous commitment and professionalism of our staff. We have received some very positive feedback from customers and clients which spurs us on to raise the bar even higher.”

Kumah added: “The development of our service at the First Direct Arena has involved us in being innovative in order to create the best possible operational systems in line with the design of the venue and to use the latest technology. This affords our staff the confidence and ability to fulfil their roles. The upshot of that is a customer-focused approach.”

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