Britannia Bulletin Featuring Marion Deans

Britannia Bulletin: February 2026

Welcome to the Britannia Bulletin, your new bimonthly pulse check on all the energy, progress, and momentum driving Britannia Parking forward. Every edition is designed to bring you closer to the heart of our business, celebrating the car parks we’ve proudly added to our portfolio, spotlighting the brilliant people who make our success possible, and diving into the industry topics shaping the future of parking. Think of it as your behind‑the‑scenes pass: a chance to stay informed, inspired, and connected as we continue building on the strong foundations of created from over 25 years of operating across the UK. Whether it’s showcasing new locations, learning more about a colleague through our Meet the Team Q&A, or unpacking a trend influencing our sector, the Britannia Bulletin is here to keep you in the loop and part of the journey.

Business Update

In December and January, 6 new parking facilities were added to the portfolio, locations included large supermarkets, EV Charging Hubs and restaurants. We look forward to providing our usual quality service for our clients and their car parks. In addition to this we also completed the conversion of the management agreement at Rose Street Retail Park in Inverness to a long term lease. This exciting news opens the door for us to invest into this car park to make improvements for visitors coming into Inverness. Since the lease was signed the car park now has online pre-booking, season tickets and digital payments via the Q-Park app. The next phase of improvements includes replacing the pay machines and ANPR cameras as well as starting the background work to introduce EV Charging Points.

Meet the Team – Marion Deans, Head of Client Services

1. What’s your favourite part of your role at Britannia and how has it changed as the business has grown across the UK?

 

I’d say my favourite part of my role is the sheer variety. Britannia has always been an adaptable business and we never shy away from a challenge. That constant movement means I’m always learning something new, taking on fresh responsibilities, and being pushed in ways that keep the job interesting. I like to think I rise to the challenge, at the very least, I always give it a good go.

I’ve been here for ten years now, and the transformation has been huge. When I first started, we didn’t process ANPR at all. A busy day meant opening a handful of letters, responding to maybe twenty appeals, answering ten emails, and taking a couple of calls. It’s almost impossible to imagine the business operating like that now.

The Client Services department has evolved massively, new systems, new processes, new expectations, and a much broader scope of work. With that, my role has changed too. I’ve had the chance to grow with the company, take on more responsibility, and move up as the business has expanded across the UK. It’s been rewarding to be part of that journey, not just watching the growth but contributing to it.

 

2. What’s a skill your job has given you that you didn’t expect?

 

Over time, I’ve learned how to prioritise quickly, make decisions with confidence, and not get too overwhelmed when ten things land at once. I’ve also become much better at asking questions, constantly. Being curious (nosey) is one of the most useful habits you can build.

I’ve had to learn how to be confident in situations where I don’t feel it. A bit of “fake it till you make it” goes a long way, and eventually you realise you’re not faking it anymore!

 

3. What’s your favourite Britannia site and what makes it interesting?

 

We’ve had so many “interesting” car parks over the years, although not always for the right reasons.

If I’m honest, my favourite sites tend to be the ones that don’t give me headaches. A car park with simple rules and a nice steady revenue stream is a dream. Even better if when a customer does contravene the rules that they accept this.

We’ve definitely had some memorable sites, some because they ran smoothly, and others because they kept us on our toes. But the ones I appreciate most are the calm, straightforward, drama‑free car parks. They might not be the most exciting, but they’re certainly the most satisfying.




4. What’s the biggest benefit of having Britannia sites in the Q-Park app map and search?

 

Sites are visible to people who might not have known about them otherwise, increasing footfall and making it simpler for motorists to choose a Britannia location when they need somewhere to park.

It improves visibility, convenience, and accessibility, all things that make life easier for motorists and ultimately benefit the sites too.




5. What’s the best thing about the team you work with?

 

The best thing about the team and wider Britannia business is the teamwork and support. I know I can ask for help at any time, and it’s always offered without hesitation. I never feel like I’m left to struggle through an issue on my own. Whether I need advice, a second opinion, or just the data and knowledge to answer a tricky question, someone is always there.

What I really appreciate is that I never feel ignored or left to fend for myself. There’s a real sense of “we’re in this together,” and that makes even the busiest days manageable.

And it’s not just within our team, Britannia as a whole has improved year after year in terms of internal communication and support. You can feel that growth, and it makes a huge difference to how we work and how connected we feel.

 

6. Which innovation (big or small) has quietly made our parking operations smoother?

 

One innovation that’s quietly made a huge difference is the introduction of canned responses for appeals. When I first started, we had a simple Word document with maybe ten basic templates, and everything else was typed free‑hand. Over time that document grew into a 50‑plus‑page monster, which we still use for reference and for the occasional bespoke response, but it was far from efficient.

Canned responses have completely changed the way we work. They’ve standardised our wording, improved consistency across the team, and saved an enormous amount of time. Instead of reinventing the wheel for every appeal, we can focus on accuracy, clarity, and making sure the response is right for the situation.

It’s one of those small sounding changes that has a massive impact on day‑to‑day operations, smoother workflows, fewer errors, and a much more unified voice across the department.

 

7. If you could swap roles with someone at Britannia for a day, whose job would you try and why?
   
   Oh, what a question, there are definitely a few roles I’d happily avoid for the day. But if I had to pick one to try, I think I’d swap with the Operations team
   
   I do love a bit of DIY, over the years I’ve assembled more cupboards and office chairs than I care to admit, so putting up a sign can’t be that different, right? I think it would be fun to see the other side of things, the practical, hands‑on part of what keeps our sites running.
   
   That said, I’d only be doing it on a sunny day. If it’s raining, I’ll be staying firmly in the van. I’m all for trying new things, but I’m not signing up for getting soaked in the name of professional curiosity.

Talking Points – App Payments

The shift toward app‑based payments at Pay & Display car parks continues to spark discussion, but the benefits for both customers and operators are increasingly difficult to ignore. For operators, digital payments dramatically reduce the administrative burden and cost associated with manual cash handling, while also improving security and operational efficiency, an evolution echoed in the broader move to seamless, app‑driven parking experiences across the country. For customers, using an app aligns perfectly with today’s largely cashless society, offering a quicker, more convenient way to pay, extend stays, and keep track of receipts without the need to search for loose change or queue at machines.

For landowners, partnering with Britannia Parking offers a seamless, future‑ready solution backed by the strength and stability of being a Q-Park-owned business. The moment a new site joins the portfolio, it can be activated on the Q‑Park app, instantly giving customers digital access and enhancing the visibility of the location. This direct integration removes the delays and limitations that can be experienced when relying on third‑party app providers. Landowners benefit from real‑time reporting, faster operational adjustments, and a fully streamlined flow of information, empowering them with clearer insights and greater control. Combined with Britannia’s extensive experience and Q‑Park’s renowned technological capabilities, this partnership delivers a smart, efficient, and responsive parking solution designed to maximise the value of every site.

Looking to introduce seamless app payments and a quality operational partner? Contact us to today for a consultation.