The pandemic has inspired Clarks Village in Somerset to upskill its team and prioritise mental health to enhance guest experience.

The Street shopping outlet has committed to mental health training for all of its 41 staff and is rolling out further investment in its people with additional training in first aid, autism, dementia and communication. The initiative aims to boost staff skills, enabling them to better meet the needs of outlet guests as well as the entire team behind the running of the premium outlet.

Chris Davis, Centre Director of Clarks Village, commented: "The pandemic has opened all of our eyes to issues around mental health and it simply didn't make sense that only two members of staff had been trained in this area. Now, 14 of the team have had mental health training with everyone due to undertake it over the coming months. This means we'll all have a better understanding of mental health as well as the practical skills to spot signs of where support is needed, enabling us to put the wellbeing of our guests and staff first.

"We believe this is so important as so many of the team have a guest-facing role, so much so that we can be first responders in the event of an incident. I recall a time seeing a security guard rush to help a man who had a heart attack and used a defibrillator which saved his life. This was a humbling moment and all I could think is that we needed more people like that. As a result, we brought in first aid training for the wider team including any of our brand partners who wanted to take part, so we never have to rely on a designated first aider as everybody can help where needed."

Individual staff at Clarks Village are also receiving training in understanding autism, dementia awareness, disability and diversity as well as sign language to further enhance their understanding of issues and communicate more effectively. In addition, Clarks Village is offering free mobility scooters for guests, a bookable quiet room and a quiet hour on Wednesdays from 10am offering a quieter experience with many brands dimming lightings and turning off their music. The outlet has also launched a scheme to provide free menstrual products and complimentary eco-friendly nappies and wipes when needed.

Mr Davis continued: "As well as helping to develop staff, everything we're doing is about understanding how we can be more helpful and support our guests no matter what they need. It's just a small part of what we can do to enhance guest experience and offer that personal touch shoppers appreciate when they visit us and is something we are committed to continue growing over the long term."

For more information about Clarks Village, visit https://clarksvillage.co.uk/