Job Description

Purpose of the Role

The Operations Manager is to ensure the overall smooth running of the centre, including the recruitment and training of all staff whilst maintaining a safe and pleasant environment for our customers through the monitoring of Health & Safety systems and the promotion of best practice throughout all tasks.

Key Responsibilities

1. Collate and check all routine invoices and approve within agreed limits
2. Liaise with tenants to ensure compliance with Tenants Handbook in particular with regards to shop fascia lighting, shop front cleanliness, refuse management, key holders and also any support for marketing activity.
3. Check tenants’ units on a regular basis having regard for state of repair.
4. Supervise service contracts and maintaining up-to-date records of all work carried out by outside contractors.
5. To ensure that the Operations Report (if applicable) is accurate up to date at all times.
6. Ensure compliance at all times with operational standards. – Part of all the general checks
7. Attend all management meetings and other meetings as requested by Head Office.
8. Assist with day to day updating of websites and various forms of social media and assisting with marketing and promotional initiatives.
9. Managing the Factory Outlet/Shopping Village
10. Dealing with customer enquiries when covering the Information Centre.
11. Producing and collating turnover and footfall statistics.
12. Overseeing vacant units and ensuring compliance with insurance requirements
13. Collating meter readings

Safety & Security

1. Ensure that the day-to-day running of the centre is carried out effectively and efficiently, that the personnel working for the centre are discharging their duties and provide assistance where necessary.
2. Ensure that all personnel complete duties to the highest standard and are well presented.
3. Keep service areas in a clean, tidy and secure condition and control vehicular traffic in these areas.
4. Ensure all accidents and near misses are recorded and serious incidents that occur.
5. Attend all serious incidents within the centre.
6. Control and re-order first aid kit supplies ensuring that there are sufficient staff on site to administer first aid, as and when needed.
7. Ensure that fire and health and safety regulations are adhered to in all parts of the Centre by inspection, checking the signs, advising on defects, improvements required, etc.
8. Monitor and maintain Health and Safety Records in accordance with the frequency required by the site Health and Safety manual.
9. Walk the public areas on a regular basis throughout the day checking on cleanliness, maintenance, landscaping etc.
10. Ensure compliance with all statutory requirements and codes of practice, health and safety requirements.
11. Maintain overall control of the security operations, paying particular regards to incident response and customer care.
12. Liaise with tenants and the Police in all matters of security affecting the centre, tenants, public safety and security.
13. Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
14. Ensure that daily checks are undertaken of the common areas within the centre and that all necessary remedial works are undertaken within a reasonable time period. Where remedial works are required immediately, the area in question must be cordoned off and made safe for all visitors, tenants, etc.
15. Ensure that all health and safety and insurance details are updated and kept on site in respect of the retained contractors.
16. Ensure that Health and Safety policy is complied with at all times.
17. Control and monitor the keys to the centre.
18. Check, write, and update RAMS as required

Operations

1. Maintaining the centre to the highest standard at all times.
2. Minimising the liability risk exposure of the owner.
3. Ensuring that all plant and machinery are fully maintained and that all health and safety details of the contractors are available on site.
4. Ensuring that the agreed specification for each contractor, is adhered to and obtain appropriate method statements.
5. Considering and reporting all items of repair, improvement and replacement to the managing agents.
6. Working with the instructed letting agent to help develop and implement a retail leasing strategy.

Enquiries

1. Deal with enquiries by telephone, personal visits from tenants, contractors, the public, or whoever may have reason to make contact.

Public Relations

1. Establishing and developing good relations and partnerships with various authorities and local agencies, notably:-
2. Local authority
3. Police
4. Fire brigade
5. Public transport providers

Promotions

1. Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff customers and occupiers.
2. Managing any on-site events to ensure that they are set up in the correctly, taking photos for the website & social media and uploading them.

Marketing & PR

1. Assist the Marketing Manager, as and when required.

Staff

1. Working with all centre management staff and contractors towards achievement of their goals.
2. Identifying and implementing training and development programs and pursuing suitable training solutions.
3. Ensure that both in house staff and contractors are smart and well presented at all times.

Quality Assurance

1. Devising a training program for all on-site staff.
2. Adhering to all quality assurance requirements.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

1. Experience in the provision of maintenance services to a busy environment visited by members of the public.
2. Experience in Management of security, cleaning and maintenance staff.
3. Experience in setting up and administration of detailed record keeping systems.
4. Knowledge and/ or experience managing services to an agreed budget.
5. Able to work on own initiative and meet tight deadlines.
6. Excellent communication skills.
7. Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.
8. NEBOSH Health & Safety qualifications.
9. Ability to write and review RAMS.
10. Experience in day to day tenant liaison.
11. Experience in event management
12. Ability to monitor and update website and various forms of social media.
13. Customer service experience for covering Information Centre.
14. Undertaking turnover and footfall analysis.
15. Some weekend and Bank Holiday working may be required.

Desirable

1. Operation Experience within retail sector at supervisory / managerial level.
2. Ability to use full range of Microsoft applications inc Word, Excel, Powerpoint, Outlook.
3. First Aid qualifications.
4. Local knowledge for use when covering Information Centre.
5. Liaison with Police, Fire and Government Enforcement office.

The candidate attributes detailed above are considered to be non-essential although training will be provided on more technical aspects of the role.

Working Hours - 37.5 hours per week, with 1 hour unpaid lunch break

Salary - £30,000 basic, plus annual discretionary bonus

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