Park Rangers enhance customer experience

Milton Park has launched Park Rangers, a new service to introduce a more visible, approachable and customer-focused security presence across its 300-acre innovation community.

Enhancing the traditional security model, the eight-strong team, delivered by Risk Management Security Services, is made up of the previous security team and has been created to provide a high level of service and security support to Milton Park’s growing community of more than 280 companies and thousands of employees, to help visitors and occupiers navigate the Park, access services and make the most of everything it has to offer.

Welcoming presence

Recognisable through a distinctive new identity and uniform, the Park Rangers will become a more familiar and welcoming presence across Milton Park, to act as ambassadors for the Park, while continuing to play an important role in maintaining a safe, secure and well-managed environment.

The initiative forms part of Milton Park’s wider investment in customer experience, alongside the delivery of Signal Yard, its new social and retail destination, and a series of improvements designed to support businesses as they grow.

A new chapter

As part of the transition to the new Park Rangers service, the team has relocated from the Security Hut, which was built over 25 years ago, to new ‘Info Point’ facilities in Signal Yard to provide an enhanced workplace and easier accessibility for occupiers and visitors to utilise their services.

An intercom system has been installed to maintain connectivity between the former Security Hut and the Park Rangers’ new Info Point base during the transition period.

Philip Campbell, asset management director of Milton Park at Federated Hermes Real Estate, said: “We pride ourselves on providing the infrastructure, flexibility and support that enables companies to operate as smoothly and efficiently as possible.

“As the Park continues to grow, it’s important the experience of being based evolves too. Park Rangers will be highly visible, approachable and proactive, helping people navigate the Park, connect with services and get the most from their working day. They are much more than a traditional security team; they are ambassadors for Milton Park and an important part of creating a safe and welcoming environment where businesses and people can thrive.”

Mick Stubbs, senior operations manager, Risk Management Security Services added: “Risk is proud to have been providing managed security services to Milton Park since 2001. Our mission is to protect, prevent and respond so to have our team enhance these services with the new Park Rangers’ initiative at one of our flagship clients is a positive development in how our teams interact with the general public they serve. Over the years, we have seen Milton Park positively change and to be part of enhancing their overall customer experience strategy is an important step in our relationship.”

Colin Cox, head of security at Milton Park, said: “When I first joined Milton Park in 2017, my role was focused primarily on security. Today, Milton Park is a busy place with lots of exciting businesses and I’ve seen the expectations of the people who work and visit here change too.

“The Park Rangers represent the next chapter. Of course, keeping people and companies safe remains fundamental, but this is equally about creating a welcoming environment and being there to help whenever we’re needed.

“I had originally planned to retire this year, but when the opportunity came to help shape and launch the Park Rangers, I wanted to stay and see it through! I’m incredibly proud be part of this with a team that will continue to make a positive difference to people’s experience of Milton Park every day.”

Enhancing the security model

Operating throughout Milton Park, in addition to the usual security services, the Park Rangers will provide a wide range of support, which will include wayfinding assistance, visitor guidance, reporting maintenance issues, supporting events and helping occupiers access the amenities, services and facilities available across the Park.

The team will also work closely with occupiers, visitors and the wider Milton Park management team to help identify opportunities for continuous improvement, to ensure the Park remains a welcoming, well-managed and responsive environment.

The introduction of the Park Rangers reflects Milton Park’s continued commitment to investing in the customer experience and strengthening its position as one of the UK’s leading destinations for science, technology and innovation businesses.