Trinity Leeds, the major retail complex located in Britain’s fourth largest city, recently signed a two-year contract with international total facilities management provider OCS.
The contract, for cleaning, security and customer service, started last month following a mobilisation ahead of the centre’s official opening on 21 March 2013.
Named after the 18th-century Holy Trinity Church, which it surrounds on two sides, the centre covers one million square feet across three levels. It is home to 120 shops, restaurants and cafes including Marks and Spencer, Cult, Hollister, Mango, Topshop, H&M, Next, Victoria’s Secret and a new three-floor Primark sitting alongside two roof-top restaurants and boutique cinema chain Everyman.
The size of 13 football pitches, Trinity Leeds is owned by Land Securities. The development is in two parts: Trinity East, a new build development on the site of the former Trinity and Burton Arcades, and Trinity West, the redeveloped Leeds Shopping Plaza – where OCS has provided cleaning and security services since 2008.
OCS and Land Securities are working together in a truly collaborative partnership to deliver the best possible customer experience with OCS staff being trained to embrace “the everyday wonder” theme. A customer service lounge (rather than the typical desk) allows customers to seek help from trained hosts, and iPads enable them to search for information about the centre and the wider city, demonstrating the emphasis on customer service.
The contract involves 70 OCS staff and a full-time operations manager and is an opportunity for OCS to demonstrate its innovative approach to facilities management. One of the more challenging tasks is cleaning the 40,000 sq ft glass dome – the 1902 glass panels rise 100 ft above street level – which is the centrepiece of Trinity East.