ABOUT THIS POSITION

Purpose of the Role

The purpose of the duty manager role is to take responsibility for operational delivery at the centre in line with our objectives of delivering a first-class customer experience at the centre.

As part of a team of duty managers with responsibility for the delivery of exceptional customer service standards you will have direct line management responsibility for the Customer Service Team Leaders and Customer Service Assistants.

You will be a result driven manager with the ability to adapt to a fast-paced changing environment. You will proactively champion centre initiatives through clear communication, coaching and engagement with all teams. Along with enhanced customer relationship skills, you will possess the ability to act decisively with an uncompromising eye for detail; to ensure the centre is immaculately presented, safe and secure throughout trading times. The role will suit candidates who enjoy managing “from the floor” and not from a desk.

You will support the Retail & Guest Services Manager in the operational management and delivery of all customer service within the shopping centre. This will include compliance, statutory, contractual and company regulations and processes.

Key Responsibilities

  • Delivering a world class customer service to retailers and team members.
  • As a leader in customer experience, you will encourage and develop a passion for excellence in delivering exceptional customer service across the whole centre team.
  • Ensure full and active participation in the daily huddles and departmental briefings from your team. Communicate relevant and business critical information and objectives to the team.
  • Provide team support, coaching, development and training including toolbox talks and risk assessment training for health and safety.
  • Manage local HR related issues and assist with HR administration, including performance reviews, performance management and absence reporting.
  • Undertake regular retailer tenant visits to maintain positive working relationships, gain constructive feedback and provide support and assistance.
  • Lead in the coordination of emergency situations and crisis management to ensure business continuity is retained.
  • Ensure all accident and incidents are reported, recorded and assist in investigating any correctly.
  • To oversee the training of new staff, maintain training records and lead their induction process.
  • To liaise with, and monitor performance of relevant CS contractors on site.

Skills, Knowledge and Experience

  • Demonstrate excellence in oral and written communication.
  • Standards driven; with strong attention to detail.
  • Experience of engaging and influencing both management and delivery teams.
  • Ability to work well with others and continue to deliver results under pressure.
  • Excellent interpersonal skills and an ability to establish credibility quickly.
  • Utmost discretion when dealing with sensitive or confidential information.
  • Strong organisational and task management skills.
  • Solve problems and provide innovative solutions.
  • Be someone who takes initiative and drives for results.
  • Confident decision maker, possessing strong leadership skills and people management experience.
  • Experience in a similar fast-paced customer facing environment.

Qualifications and experience:

Essential:

  • Experience of managing a team, across a variety of disciplines.
  • Experience in a similar fast-paced customer facing environment.
  • Experienced and competent in H&S arrangements.

Desirable:

  • Experience in a similar fast-paced customer facing environment.
  • Knowledge of facilities management operations.
  • NEBOSH Certificate.
  • IOSH qualified.
  • SIA non-front-line licence.
  • ILM NVQ level 3 or equivalent.

Working Hours - 40 hours. 5 shifts over 7 days including weekends, evenings and Bank Holidays.

Salary - £37,551