Job Description

Purpose of the Role

Duty Managers ensure the smooth running of the centre on a day-to-day basis, twenty-four hours a day, seven days a week identifying any risks to the business and escalating where appropriate. They have the support of the Head of Security and Data, Operation Managers and Shift Leaders. Reinforcing the strategic direction and day to day running of security within the Centre.


As part of a team of duty managers you will take responsibility for operational delivery at the Centre in line with our objectives of delivering a first-class customer experience through safety, security and cleanliness. You will have direct line management responsibility for teams including, but not restricted to, cleaning, guest services and security. Supporting the operational teams within the Centre to deliver the standards necessary. You will be expected to work closely with all members of the Security team and be visible on the mall in driving forward standards of service delivery.


You will have a sound knowledge of a control room operation and have the ability and drive to maintain a high standard of service within the Centre CCTV control room ensuring that all company policies and procedures relating to the operational technology and Data Protection are complied with.


With a results-driven approach, you'll inspire, coach, and develop team members to uphold safety and security for customers and brand partners. You will also be instrumental in building strong working relationships with external agencies and stakeholders, ensuring an open and collaborative environment.


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 leading their team.


In a fast-paced setting, you'll lead with agility and an uncompromising eye for detail, ensuring that the Centre is presented immaculately, safe, and secure throughout trading hours. This role suits hands-on leaders who excel at managing "from the floor" rather than from a desk, proactively championing brand initiatives and creating an engaged, motivated team environment

Key Responsibilities

The role includes a variety of tasks including the following:


You are an ambassador for the Centre and your area of work and as such you will actively promote recognition for the team, the Centre, and the wider business through your exemplary behaviour. Playing your part in the wider team and leading your team to be the best. You lead by example, uplifting the team, and instill a passion for excellence in delivering world class service. You are confident in open and honest conversations - not only relating 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 Centre and complying with legal requirements. You will embed and lead efficient processes with innovation and consistency.

Main duties

Leadership

Providing coaching on performance levels, ensuring that when deficiencies are recognized appropriate action is initiated. Oversee continuous assessment of team members, ensuring to ensure high standards are maintained. Full operational HR responsibilities to lead, recruit, retain, develop, and integrate the team. Provide recruitment administration with group and 1-2-1 interviews. Complete objectives, performance reviews, and training requirements in line with company policy. Manage local HR issues such as welfare, absence, and conduct standards, escalating concerns as appropriate. Conduct investigatory meetings and address absence management, capability, and scheduled appraisals for Shift Leaders. Partner with HR to maintain compliance with employment laws and best practices. Oversee Team Leader rot/as and holidays to ensure effective departmental coverage. Support payroll management by overseeing time and attendance, reviewing absences, and approving overtime as needed. Identify and address training needs across the team to strengthen capabilities, ensure compliance, and evaluate the impact of training on the business. Supervise the training progression of Shift Leaders and provide additional support and development as needed to build their leadership capacity. Recognize team efforts and support nominations towards our recognition programme. Lead daily huddles and briefings, ensuring clear communication of essential business updates and objectives to keep the team aligned and informed. Take ownership of personal development by attending all required training sessions and engaging actively in opportunities for professional growth. Maintain regular contact with Centre management team and deal with any issues efficiently and in a professional manner. Lead in the co-ordination of emergency situations and crisis management to ensure business continuity is retained. Ensure all accident and incidents are reported and recorded correctly and accurately. Escalating where required to relevant persons. Develop strong relationships with marketing and the wider support teams to support the delivery of quality events.

Financial and commercial performance

Proactively monitor and adjust staffing levels to maximise productivity, making the best use of internal manpower and minimising reliance on agency staff. Work closely with HR to address people issues, aiming to reduce labor turnover and build high-performing teams. Embrace change by supporting the team through periods of uncertainty, developing a clear transformation plan, and actively sharing improvement ideas through the appropriate channels to drive continuous Centre enhancements.

Risk Management

Uphold a strong focus on safety, legal compliance, and quality standards across the Centre. Instil a proactive work ethic in the team to meet health, safety, and environmental requirements consistently. Report any defects within the Centre through established channels, track follow-ups, and verify resolution. Ensure all areas, including the building, malls, and car parks, are safe, clean, and fit for purpose, efficiently addressing any issues to maintain a secure and welcoming environment for customers, retailers, and team members. Ensure excellent Duty Management through setting unambiguous clarity and routine with supported processes. With day-to-day control and management of the security of the Centre. You will thrive on creating strong process, routine and excellent execution of the operational deliverables. You will provide duty management cover on rotational basis and act as the responsible person at the Centre for all escalation points where applicable for the Centre. Understanding the escalation of incident processes to Operations Manager Security where required. Ensure compliance with security requirements as set down by the Security Industry Authority (SIA). Ensure security standards are maintained in accordance with the assignment instructions and SOP's.

Operational excellence

Establish clear objectives for direct reports, conducting robust weekly 1-1's and half yearly performance reviews. Apply a consistent approach to goal setting and performance tracking for all team members within your area. Ensure all site-based company manuals are current and accessible. Undertake regular retailer tenant visits to maintain positive working relationships, gain constructive feedback and provide support and assistance. Ensure mall trading clients are operating within Centre guidelines. Induct new retailers and managers (as required), ensuring adherence with centre-based policies and lease requirements. Support corporate responsibility objectives including personal support to community projects and activities including at least one day volunteering as part of the Foundation pledge.

Skills, Knowledge and Experience

Person specification:

Demonstrates excellence in oral and written communication, with the ability to convey clear instructions and handle challenging conversations effectively. Proven ability to motivate and manage teams, build relationships, and influence both senior management and delivery teams to drive high standards and achieve ambitious targets. High attention to detail, ensuring adherence to standards while maintaining operational excellence. Capable of managing change efficiently, delivering results under pressure, and maintaining a flexible, team-oriented approach. Excellent interpersonal skills, highly visible leadership and can quickly establish credibility, build trust, and handle sensitive information with discretion.

Qualifications and experience:

Essential:

Experience of managing large teams, across a variety of disciplines including but not limited to security, cleaning and guest services. Experience in working within a security role or within a supervisory role in another function. Experience gained at supervisory/management level for 2+ years. Experience in organising rotas and working patterns. Experience in a similar fast-paced customer facing environment. Front-line SIA Security Door Supervisors Licence. Front-line SIA CCTV Public Space Surveillance Licence First Aid at Work trained or higher Security specific training. CT Awareness training (ACT and/or SCaN). Crisis Management Training by recognised provider

Desirable:

Previous experience working for a company in the facilities, retail, and hospitality sector recognized as an employer of choice or striving to obtain employer of choice status. Knowledge of facilities management operations. IOSH qualified. BIFM membership. ILM LV5 Award in Leadership and Management

Working Hours - 40.25 hours - 4 on 4 off, 12 hour shifts. Alternating day & night pattern.


Salary - 41,769 plus night allowance of 996.84



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Please see our Benefits Booklet for more information.