Job Description

Purpose of the Role

Operational Support Supervisor is a hands-on role responsible for supporting the strategic direction, administrative excellence and operational management of Parkgate Shopping Park. You will work to consistently high standards that reflect the quality of a leading retail destination. This role will directly assist in the execution of operational excellence, ensuring alignment with business objectives, while supporting the on-site team to deliver outstanding customer experiences.


You will support the Senior Operations Manager in leading the strategic direction and day to day running of the site including Administration, Environmental Services and Security. In the event of the Senior Operations Manager's absence you will deputise in leading the shopping parks management.


In this role, you will contribute to a team culture that reflects our core values and promotes an inclusive, high-performance environment. By fostering engagement, diversity, and accountability within the operational team, you will empower individuals to thrive in their roles. You will support, inspire and coach team members to exceed expectations for both customers and brand partners. Additionally, you will leverage strong interpersonal skills to build and maintain productive relationships with external agencies and key stakeholders, driving collaborative success across the shopping park.


With a sharp focus on delivering results, you will help support the shopping parks service delivery, ensuring safety, security, and cleanliness standards are met while driving performance across all areas. Your ability to adapt to a fast-paced environment, communicate effectively, and maintain operational integrity will ensure that the shopping park operates smoothly and efficiently. You will uphold the shopping parks reputation for excellence through clear communication, coaching, and an unwavering commitment to customer satisfaction being pivotal in setting and sustaining high standards.

Key Responsibilities

The role includes a variety of tasks including the following:

You are an ambassador for the shopping park and your area of work and as such you will actively promote recognition for the team, the park, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading the team to be the best. Creating a positive environment with a strong personality, actively promoting inclusion and diversity in the workplace. Taking ownership in all you do. Role model leadership presence, providing coaching and feedback, recognising great delivery. Restlessly looks for opportunities to show personality, diversity and a fresh approach to supporting the wider team. You have a clear vision for the application of Customer Service in all endeavours. You lead by example, being a role model of exceptional leadership to create an engaging culture within the operational team, uplifting the team, and instilling a passion for excellence in delivering customer service. This not only relates to our customers, but to all stakeholders, including contractors, retailers and colleagues. You will promote our operational focus on compliance, communication, consistency and collaboration in all you deliver. You are focused on leading a safe shopping park and complying with legal requirements. You will embed and lead efficient processes with innovation and consistency. You will be proficient and adept in administrative duties and be confident using the suite of software available along with the reporting systems the retail park uses to operate effectively. You will be well planned, organised and efficient in the day to day rhythm and routine which helps drive the shopping parks continued success.

Main duties

Leadership

The Operational Support Supervisor plays a pivotal role helping drive the performance of the shopping park. They act as a link between strategic goals and on-the-ground operation. Promptly and ensuring any complaints or concerns are documented and resolved per the shopping parks policies. Collaborating with HR for training, licensing, and retention efforts. Support any applicable HR functions to maintain a committed and capable team. Champion training and development by identifying needs, ensuring effective training delivery, and evaluating its impact on operational success. Support and encourage participation in staff initiatives and events. Facilitate clear communication by ensuring active participation in the daily inspections and departmental briefings with the on-site teams. Ensuring relevant and business critical information and objectives are communicated to the teams in the Senior Operations Manager absence. Attending meetings with the Senior Operations Manager to drive collaborative efforts and deliver exceptional operational results. Delivering a clear understanding of business objectives, team performance, and displaying excellence in communication. Aligning performance with business objectives, strategic plans, provide KPI status, service delivery and commercial performance. Develop strong relationships with retailers through varying forms of engagement to ensure we are supporting park wide.

Financial and commercial performance

Support the management of departmental budgets, ensuring service charge expenditures align with forecasts and that variances are analysed and accounted for. Drive productivity across the retail park by supporting in the review of staff resources, ensuring a maximum return on investment . Support the administration of the tender processes to ensure alignment with operational and commercial goals, working with the Senior Operations Manager to on-board suppliers and contracts that meet business objectives. Partner with the Senior Operations Manager to identify growth and profitability opportunities, support with managing P&L responsibilities such as expenditure control, debt management, invoicing, and cash flow. Support the wider team through changes, fostering adaptability and continuous improvement by developing clear transformation plans and promoting ideas for Centre-wide enhancements.

Risk Management

You will have a clear focus on operating safely and legally .You will support and ensure compliance with all aspects of health and safety / quality assurance / environmental requirements across the shopping park. Support in reporting all defects in the centre through the appropriate channels making sure they are followed up and checked. Supporting in delivering a safe, clean and attractive environment for customers, retailers and team members, ensuring all the buildings and car parks are fit for purpose.

Operational excellence

Support with the management of key contracts within the shopping park. Maintaining a good relationship with all contractors and make sure Service Level Agreement's are adhered to. From service, to responsiveness, performance and finally redress. Ensure strong compliance to ensure all equipment is maintained and safe to use. All servicing and maintenance to be planned in advance to ensure smooth running of the operation. Keep all site-based company information manuals including the tenants guide up to date and available. Management of key portfolio objectives in line with the overall business objectives. Understand business risk and drivers to assist with aligning a tailored and flexible delivery solution. Contribute and support corporate responsibility goals, including active involvement in community projects.

Skills, Knowledge and Experience

Person Specification:

Proven operational experience across retail, leisure, facility management or hospitality sectors. Skilled in leading, motivating, and achieving objectives within multi-functional teams. Strong influencing and motivational skills with a record of supervising teams effectively. Able to inspire and drive high performance. Strong communicator with the ability to interact at all levels, respecting workplace diversity. Effective in briefing, networking, and fostering a team-oriented culture. Polite, approachable, confident, and self-motivated with high personal presentation standards. Outstanding organisational and problem-solving skills with the ability to balance priorities. Adaptable, calm under pressure, and efficient in managing change to ensure service continuity. Strong oral and written communication, report writing, and presentation skills. Analytical mindset for navigating complex situations, maintaining energy, and building credibility quickly. Technical literacy and proficiency with operational technology to maximize business efficiency. Knowledge of safe working practices aligned with HASAW and Health & Safety policies. Willing to work flexible hours (including some weekends) as required.

Qualifications and experience:

Essential

:

Minimum 3 years of front-line customer service management Financially astute with experience in payroll, materials, and a proven track record in budget management. Administrative experience in the retail sector with strong analytical skills for data analysis, reporting, and trend identification. Proven ability in contract management, retention, and delivering exceptional customer service under pressure.

Desirable

:

Background in a retail/hospitality company recognized as an Employer of Choice. Management qualification and/or NEBOSH General Certification. Experience in designing and aligning service delivery with strategic business goals. Knowledge of communication planning for management teams and the development of enhanced data reports. Knowledge of developing communications plans with management teams.
Working Hours - 37.5hrs/week. Willing to work flexible hours (including some weekends) as required


Salary - 28,000 - 30,000 depending on qualifications and experience



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Please see our Benefits Booklet for more information.