Job Description

Purpose of the Role

Maintaining a high standard of onsite operations by regularly reviewing and improving, where appropriate, operational performance Report on operational performance to Centre Manager Managing onsite Operational contracts/contractors to get great service and value for money To manage the in-house maintenance provision in accordance with the businesses Operations Policy To drive and excel at operational Key Performance Indicators To support the Centre Manager in a deputy capacity To be an ambassador for the Howard Centre

Key Responsibilities

Maintenance Management

Develop and implement the centre's Planned Preventative Maintenance Schedule


Deliver excellent results in both planned and reactive maintenance


Understand the direction of the organisation and how this translates into the maintenance of a key asset


Comprehensive knowledge of products and services available and standards of performance


Review work performance of contractors to ensure standards are met


Set and monitor performance standards


Maintain and continue to develop a personal knowledge in area of expertise


Manage policy for small building works at centre level


Meet with retailers and discuss their needs relating to operational issues


Compile tender documents and negotiate local contracts, discuss with Centre Manager


Resolve any maintenance issues with external government bodies


Conduct annual review of all goods and services and report as necessary

Security/Cleaning/Guest Services

Liaise with on-site appointed security/cleaning manager in respect of site standards


Monitor the performance of the Security and Cleaning provision and drive standards


Ensure the Howard Centre is receiving the best value and that key performance indicators are being achieved.


Address any issues regarding security/cleaning standards


Liaise with relevant Managers as to contract performance


Review contract costs and ensure that contractors are fulfilling their obligations

Health and Safety

Demonstrate an understanding of current H&S legislation


Maintain incident records in accordance with company procedure


Maintain insurance claim records and manage claims in accordance with site procedure


Develop an awareness of H&S within the centre


Organise regular health and safety meetings


Ensure contractors are aware of H&S procedure, check their policy


Organise pre-start meetings before any works take place within the centre


Management of the permit system in line with operational procedure

Budgetary Control

Review costs and expenses relating to maintaining the centre and track these against budgets. Take action to align


Prepare detailed costing for centre Operations budget


Identify any potential cost savings


Understand the service charge budget and track expenditure


Raise purchase orders in line with the approved budget


Keep knowledge up to date in respect of site related financial systems.

Employee relations/teamwork

Support Centre Manager to write, review, amend and implement operational policies and procedures


Manage staff that fall under site Operations


Provide professional and technical coaching to team members


Motivate individuals to achieve required standards


Design work schedules for team


Respond to technical request from the Centre Manager and wider business


Network with other Operations Managers and Building Services Managers to exchange ideas and information; share with onsite team.

Customer Relations

Develop relationships with key internal and external customers to achieve the aims of the business


Attend Customer Service Standard Training


Drive Operational award submissions.


Deliver on Centre brand expectations


Use, and drive use of, the onsite communications app


Develop and share customer relations skills to deliver excellent customer service

Skills, Knowledge and Experience

IOSH Managing Safely minimum or NEBOSH Experience in Shopping Centre Operations Management Focus Ability to write policy and procedure Good systems knowledge Ability to work and integrate in an already established team Ability to manage busy workload and respond promptly without reminder Achieve deadlines and work to budget Knowledge of contractors and their methods Strong organisational skills - ability to multitask and prioritise workload A strong leader Fast and responsive - working to deadlines Proven communication and interpersonal skills to all levels Resourceful, innovative thinker Embraces change Team place - maintain close working relationships with all other employees of the business to assist in the facilitation of projects Utmost discretion when dealing with sensitive and confidential information Results and achievement orientated to high standards Committed and motivated about our people and our company Flexibility - to travel and if required, at short notice
Working Hours - 9.00-5.30p, Monday to Friday


Salary - 45,000 to 50,000



#LI-DNI


Please see our Benefits Booklet for more information.