In September 2008 The Welcome to Excellence Welcome Host training scheme was accredited on the national framework of qualifications as a ‘City & Guilds Level 2 Award in Welcome Host’. It is established as one of the leading customer service training courses in the UK, designed for staff in tourism, leisure, and transport and travel businesses. Staff from The Light, are one of the 300,000 delegates to have undertaken one of the Welcome to Excellence courses since 1993.

Ten personnel from The Light including, senior management, security and housekeeping are amongst the second organisation in the UK, but the first in their industry, to have received the City & Guilds accreditation. The first organisation was First Buses.

The Light places a great emphasis on providing high standards of customer service to all of its visitors, helping to ensure it provides visitors with a memorable experience of the centre that will ultimately encourage their return. By gaining a nationally-recognised qualification it is hoped to show visitors that staff have a good understanding of what makes good customer care and are equipped to deliver it.

Earlier this year The Light, was awarded ‘Park Mark’ status for the fifth year running for its commitment to providing a safe and secure parking environment. This was further supported by independent consumer research carried out in November 2007, which highlighted 88% of The Light’s visitors perceived the car park as a place where it is safe to leave their car.

Brian Oakley, The Light’s General Manager said “Providing service excellence is placed at the top of our business agenda, as we thrive on being able to meet the needs of our customers, which in turn contributes towards The Light’s success. This pro-active attitude has certainly impacted on our year on year footfall increase at a time when the majority of the retail economy is struggling”.