Job Description

Responsible for:

Deliver excellence in customer service and ensure a clean, safe and welcoming environment for visitors, tenants, contractors and employees.

Role Overview:

Support and manage the operational team to ensure the effective delivery of SLAs and KPIs within specific processes and procedures.

Manage the delivery of both centres' security, cleaning, Health and Safety, repairs and maintenance programmes and service charge provision to the performance standards required and within the cost budgets.

Supporting in operational matters and stakeholder liaison where required in other portfolio assets,

Responsible for the strategic direction and day to day management of planned preventative maintenance (PPM) and reactive programmes through the management of key supplier contracts. Effectively manage the daily operations of the centres in a manner that ensures the ongoing maintenance of the assets, whilst maximising the centres' presentation and footfall.

Management Skills and Competences

Act as Duty Manager in the absence of the Centre Manager, ensuring the team are communicated with and aware of the assets expectations Liaise with all service providers to ensure that SLA/KPIs are reviewed in accordance with service contracts Supervise the day to day operations within the requirements of the security, cleaning, waste management, consumables and washroom services contracts, delivering best practice in operations and customer service and achieving service levels in accordance with the agreed quality criteria Undertake other miscellaneous duties relating to general service, as requested by management and/or relevant to the role and/or evolution of the portfolio Provide direction for facilities teams, striving to always achieve excellent standards Complete regular walk rounds of centres/assets, highlighting any performance or productivity concerns with staff and escalating where relevant Represent the assets and the company in a professional and knowledgeable manner, interacting with all stakeholders in accordance with the company values and standards expected

Health and Safety

Review contractor PPM and monitor to ensure timely and compliant delivery Maintain all mechanical and electrical plant and equipment and all life safety equipment Manage permit to work system for contractors, and ensure site H&S is adhered to Liaise with and support maintenance contractors Assimilate and oversee all aspects of the assets' Health and Safety, including maintaining H&S systems, in accordance with company standards to ensure the safety of all shoppers, employees, contractors and tenants Ensure compliance with all statutory regulations under fire, health and safety and other relevant legislation Ensure compliance with all Health and Safety audit requirements Ensure all fire systems testing and documentation is in compliance with statutory requirements Ensure fire risk assessments are carried out for all landlord and tenant areas in compliance with procedures Oversee contractor compliance with health and safety procedures, ensuring that permit to work procedures are complied with in full

Facilities, Services & Operations

Clearly communicate and establish ongoing commitment to facilities priorities and operating procedures with internal and external parties Ensure policies, procedures and work practices are adhered to Ensure all risk management activities are maintained in line with company procedures including policy and procedure formulation where required Maintain incident/emergency response requirements with management, identify risks and workplace hazards and implement solutions to eliminate Comply with all local safety and building requirements Plan for the allocation of resources to respond in the instance of a response to a threat, including both internal and external agencies with security Be fully conversant with the CCTV and Security systems Manage retailer fit-outs to ensure compliance with company policy Communicate and monitor adherence to guidelines and procedures Work with retailers and consumers to determine facilities services that benefit the retailer and the company Work with the Centre Manager and other key stakeholders on the development of and compliance with the schemes' emergency planning and business resumption plans, reviewing and updating as necessary to ensure optimum effectiveness Responsible for the system and management of related contracts and contractors Work with local Police, Fire Brigade, Ambulance Services and other relevant external stakeholders to identify key contact personnel and develop emergency protocols Chair contractor pre-start meetings and ensure that all contractors and staff are fully conversant with all aspects of health and safety requirements during the period of the contracted works Ensure all daily and weekly checks are completed and relevant paperwork filed. Flag any risks or issues with the management Keep abreast of any relevant training and updates to current training to ensure the role is seen as the subject matter expert for the assets

Financial Management and Negotiation

Work with the Centre Manager to prepare the service charge budgets in a timely manner in accordance with standards and RICS Service Charge Code of Practice timescales Seek to consistently identify new avenues for reducing service charge costs without diminishing the quality of service Oversee compliance with the agreed service charge budget, ensuring that the rules and procedures for purchase order management and expenditure limits are observed by the management team Maintain and monitor a budget tracking system to ensure spend is on track with budget Report all incidences of possible overspend within the service charge budget to the manager and ensure that all overspends are managed in accordance with site procedures

Operational and Risk Management

Retain awareness and understanding of the company manuals, covering crisis management, H&S, contractor manuals, rules and regulations, incident reporting, manual handling, retail crime, COSHH, control room operations, DDA and data protection Assist the Centre Manager in monitoring, developing and initiating changes in respect of all functions concerned with the overall running of the scheme, encompassing all operational matters including hard and soft services maintenance, security and cleaning Assist the Centre Manager to ensure efficient emergency procedures are in place and staff and tenants are fully trained in emergency response, with particular emphasis on evacuation procedures Support where need to ensure that disciplines and monitoring procedures are in place, governing all outside contractors working on sites Ensure all tenders and working practice documentation comply with current legislation and good practice Develop and maintain good working relationships with all associated local statutory bodies, i.e. police, emergency services, local and central government enforcing authorities Maintain timely and accurate records of all major works on site for reference in accordance with processes Inspect all contractor works and ensure works are signed off as satisfactory against the quoted specification and finishing detail. Provide a snag list of works to contractors for works completion where relevant Ensure all contractors and tenants are encouraged to develop and maintain good, environmentally aware working practices Develop and maintain effective communication between the assets and head office with regular update communication, including management reports
Job Types: Full-time, Permanent, Zero hours contract

Pay: From 45,000.00 per year

Benefits:

Company pension
Work Location: In person

Reference ID: PFM99