Customer Service

Victoria Place Shopping Centre Customer Service Policy 2021

1. Our mission

The mission of Victoria Place Shopping Centre is to provide a clean, safe and enjoyable retail experience to our customers. We are committed to providing a focused and committed customer service through implementation, continual monitoring and improving the high level of customer service in which to meet customers expectations.

The Coronavirus pandemic will not diminish the delivery of customer service, our team will continue to engage with our customers from a safe distance wearing the appropriate personal protection equipment for you’re and our safety and security.

2. Our commitment

Our customers have the right to know what level of service they can expect from us, and the action they should take when they feel that we may have fallen short of the high standards we have set ourselves. In fulfilling our mission, Victoria Place Shopping Centre will strive at all times to deliver high quality customer service that exceeds customer expectations and is efficient & effective, by being approachable from a safe distance, knowledgeable and by working in a collaborative manner. It is this commitment and empowerment that will be the driving force behind our policy and charter.

3. Resources – The Team

The success of Victoria Place Shopping Centre originates with the development of the skills, abilities and enthusiasm of all members of the team. Our team is committed to deliver the high standards in this policy. They are dedicated to the provision of friendly, high quality and customer- focused service to all users of the Victoria Place Shopping Centre.

Fortnightly meetings take place to discuss plans, objectives & aims in delivering the expected service standard by the selected Customer Services Ambassadors.

4. Communication and Feedback

The ultimate goal of Victoria Place Shopping Centre is to meet and surpass customer perceptions and expectations in Customer Service delivery. Customer Service is a priority for our team and we focus on specific areas relating to empowerment, delivery, timeliness, information, professionalism and staff attitude. We will communicate with people in ways that take into account their needs.

We encourage and welcome open and constructive feedback on our services and will monitor how well customer expectations are being met.

Feedback can be given to the Victoria Place Shopping Centre in a number of different ways – via website, social media, verbally or by writing to us via email. all queries will be directed our marketing partner and the Centre Management Team for discussion and necessary action. Customers can expect a response within 24 hours.

We believe that the best route to successful customer’s services is communication, and we offer the reassurance that any issue that does not achieve the required standard will be promptly addressed.

Our service partners will be encouraged to provide customer feedback within regular and open forums. Victoria Place will undertake regular Mystery Shopper Surveys on Customer Surveys and share with all stake holders in which to review practices


5. Equality

We aim to provide quality services for everyone whatever their race, gender, disability, culture, religion, sexuality, vulnerability or age. We are committed to welcoming and assisting all customers who visit our centre.

We recognise schemes such as the ‘Sunflower’, ‘Can’t Wait’ cards & ‘Radar Keyholder’s as customers who may need additional assistance or time. Our team have been trained on how to best provide the required service depending on our customers vulnerability on these cases.

6. Training

Victoria Place Shopping Centre will provide regular training to all Centre staff who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Regular updates and refresher training is carried out regularly to ensure we are up to date with the most relevant methods.

7. Modifications to this or other policies

We are committed to developing our customer service policy. Therefore, any changes made to this policy will take into account the impact on all the Centre’s customers and stakeholders.

8. Building Relationship

Victoria Place and our service partners will be encouraged and empowered through regular consultations and awareness initiatives from the Centre and external organisations in understanding the needs of others.

9. Questions about this policy

This policy exists to achieve service excellence to the Centre’s customers. Any questions with regards to specific areas of this policy, or areas where clarification is required, will be referred to a member of the Centre Management Team at Victoria Place Shopping Centre. Please contact us on Tel: 0207 931 8811 or email