Job Description

Purpose of the Role

The Duty Manager plays a key operational leadership role in the day-to-day running of a busy shopping centre, ensuring a safe, secure, well-presented and welcoming environment for all visitors, retailers and colleagues.

Acting as the senior on-site representative during shifts, the Duty Manager provides hands-on operational oversight, coordinates service partners, responds to incidents and customer issues, and upholds high standards of customer service, safety and compliance across the centre.

This is a highly visible, “on-the-floor” role requiring confident decision-making, strong communication skills and the ability to lead through influence rather than direct line management.

Key Responsibilities

Operational Management

· Take responsibility for the smooth day-to-day operation of the shopping centre during Duty Management shifts

· Act as the primary point of contact for operational issues, incidents and escalations involving retailers, customers and service partners

· Ensure centre presentation, cleanliness, security and operational standards are consistently maintained

· Monitor trading activity, footfall and centre conditions, responding proactively to issues as they arise

Safety, Security & Compliance

· Lead on-site incident management, including emergency situations, evacuations and business continuity responses

· Ensure compliance with Health & Safety legislation, centre policies and risk assessments

· Liaise closely with security teams to manage incidents, conflict resolution and anti-social behaviour

· Complete incident reports and ensure appropriate escalation, investigation and follow-up actions

· Support audits, inspections and safety reviews, including contractor compliance

Team Coordination & Leadership (Non-Line Management)

· Provide day-to-day operational leadership to on-site teams, including cleaning, security and customer services, through non-line management supervision

· Coordinate service partners to ensure effective deployment of resources and consistent service delivery

· Provide real-time feedback, coaching and guidance to teams to maintain service and behavioural standards

· Escalate performance concerns to line managers and contribute to service improvement discussions

Customer & Retailer Engagement

· Proactively engage with shoppers and retailers, providing visible leadership and support

· Handle customer complaints and retailer concern professionally, ensuring timely resolution and clear communication

· Support retailers with operational queries, trading issues and centre procedures

· Act as an ambassador for the centre, always promoting a positive internal and external customer experience

Reporting & Performance

· Record and report incidents, operational issues and daily activity using centre systems

· Monitor key operational KPIs and standards during shifts, highlighting trends or risks

· Provide clear handovers and updates to centre management and relevant teams

· Undertake any other reasonable duties required to support the effective operation of the centre

Skills, Knowledge and Experience

Essential

· Proven experience in an operational role within a shopping centre, retail, facilities, hospitality or similar fast-paced environment

· Strong customer service and conflict-resolution skills

· Confident decision-maker, comfortable managing issues in real time

· Clear and professional communicator, able to influence and coordinate teams without direct line management

· Strong attention to detail with the ability to maintain high operational and presentation standards

· Comfortable working “from the floor” in a visible leadership role

Desirable

· Experience in incident management, emergency response or business continuity

· Understanding of facilities management operations and service partner coordination

· Basic commercial awareness, including budgets, service contracts or KPI monitoring

· Experience working in large, complex or high-footfall environments

Essential

• IOSH (or equivalent Health & Safety qualification)

• SIA Licence (or willingness to obtain)

Desirable

• BIFM / IWFM membership

• BICS qualification

• ILM, NVQ, or equivalent leadership or facilities qualification

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Please see our Benefits Booklet for more information.